Assurance Specialist

Job Description

NGM Group Newcastle, New South Wales, Australia Assurance Specialist Full-time, fixed-term contract until September 2025 Join a values and community-oriented, leading customer-owned bank Centrally located in Newcastle with hybrid and flexible work arrangements on offer Purpose of the role This is an exciting opportunity to join a newly created team on a full-time 6 month fixed-term contract , responsible for overseeing and improving customer service operations and compliance across Greater Bank’s distribution channels, ensuring high service delivery standards through rigorous evaluation, risk management, and continuous improvement. During the full-time 6 month fixed-term contract, you will develop and implement assurance plans, collaborate with department managers to drive service enhancements, support operational efficiency, adding value to business resilience while ensuring compliance with relevant regulations for all customers. What will your key responsibilities include? Assess customer service operations and satisfaction across distribution channels to measure execution risk Provide strategic insights to management within the division based on assurance outcomes, risk and process execution through program results and outcomes Build key relationships within the Greater Bank Distribution division to collaborate and align the assurance program with the division's overall strategic initiatives and operational plan Identify and recommend enhancements to operational efficiency and continuously evolve best practices Identify, assess and build comprehensive reports and data analysis on business risks that may impact service delivery Keep updated with emerging risks and industry practices to improve distribution functions What are we looking for? Excellent communication and interpersonal skills with the ability to engage and influence stakeholders at all levels High level of competence in Microsoft Office Exceptional attention to detail with the ability to effectively identify and unpack discrepancies, with a key focus on continuous improvement Industry knowledge including deep understanding of AML/CTF legislation Proven experience applying assurance program theory Strategic mindset with strong analytical skills along with the ability to interpret complex data and create detailed process maps Industry experience in Finance, Banking, Risk Management or an understanding of Retail Banking and Contact Centre Operations is desired but not essential What can you expect from us? Health and wellbeing; Fitness passport, corporate health insurance and annual flu vaccination. Lifestyle and giving back; Flexible work including hybrid arrangements, hotel discounts, 14 weeks paid parental leave, two community volunteer days per year and three recreational leave days per year. Professional advancement; Diverse career opportunities, recognition programs and employee referral program. About us We’re NGM Group, and we offer retail banking services to more than half a million Australians under the brands Greater Bank and Newcastle Permanent. We have fresh energy and big goals for our customers, and our people are key to us achieving this success. If you’re ready to be part of a team that puts the customer first and enjoys a challenge as the path to growth and innovation, then … we want you! Collectively, we’re the largest customer-owned bank based on net assets and the 10th largest Australian-owned bank for household deposits. A financial powerhouse headquartered in the Hunter, we have a workforce of more than 1,600 people and total assets of more than $20 billion. NGM Group is committed to delivering trusted banking to enable our customers and communities to thrive. We do this by leading with heart, doing the right things in the right way, and by maintaining high standards of ethical behaviour in everything that we do. All applicants are therefore required to undergo a skills assessment , comprehensive background check , Bankruptcy Check and a Nationally Coordinated Criminal History Check. We are also working to reflect the vibrant communities we serve. We believe in creating an inclusive, diverse, and supportive workplace where everyone can thrive. If you require adjustments to be made during the recruitment process or would like to discuss any accessibility requirements, your Talent Acquisition Partner will be happy to engage in a confidential discussion and assist. Your unique talents and perspectives are what make us stronger. #J-18808-Ljbffr