This role leads a dedicated team of escalation/complaint case specialists, accountable for delivering a high-performance, patient-centred complaints resolution. It works closely with cross-functional teams to manage and resolve cases, ensuring compliance with regulatory standards and policies. Key responsibilities include analysing complaint trends to identify systemic improvements, coaching team members to meet and exceed performance metrics, and implementing best practices that enhance the overall patient experience.

Key Responsibilities

People Leadership

• Build and lead a high-performing team by providing clear leadership, direction and support to employees, ensuring they have a clear understanding of their roles and responsibilities.
• Ensure compliance with company policies and processes, taking timely and fair action in instances of unsatisfactory performance or conduct.
• Support and promote a working environment and services that are inclusive, accessible and celebrate diversity. 
• Set team OKRs and KPIs in relation to patient/customer satisfaction, NPS, and monitor metrics to identify areas for improvement and optimisation.

Complaint Case Management & Reporting

• Act as a hands-on leader in the complaint resolution process, working closely with the team to ensure patient concerns are managed in an efficient, effective, and empathetic manner.
• Develop and oversee a robust system for tracking and reporting complaint trends and root cause analysis to drive continuous improvement.
• Create and deliver regular operational reports on case management metrics, team performance, and emerging complaint trends, using data to inform decision-making and optimise team and service performance.

Community Guidelines Investigation

• Oversee and support the investigation of breaches of community guidelines, determining when patient behaviour warrants potential service denial, and ensuring actions are documented and compliant with internal policies and external regulations.
• Ensure that all guideline breaches are handled consistently, fairly, and in alignment with organisational standards.

Collaboration & Resolution Framework

• Establish routines with cross-functional teams to support proactive problem-solving, innovative solutions, and efficient resolution of patient concerns.
• Build and continuously refine frameworks for handling patient complaints, ensuring these frameworks are responsive to emerging trends, patient feedback, and regulatory requirements.
• Act as the escalation point for extreme or complex calls, providing hands-on support and leadership to the team to resolve challenging situations.

Our client’s success is our success. And you make it happen! 

Payment systems are complex, regulated and everchanging. We are an established market leading brand who are focused on driving client growth. We’re at the forefront of innovation punching above our weight. We’re enabling the future for our clients through innovative technology like the New Payments Platform (NPP) and open banking.    

We are an unlisted public company and one of five licensed banks in Australia with full direct connectivity and production capability across all domestic payment systems. Whilst the major banks leverage this capability for their consumer and business clients, our B2B model focuses on enabling other banks, fintech’s and corporates to deliver innovative and competitive payment and digital solutions to their clients and customers. 

We are looking for an Information Security Risk Management Lead in our Group Risk and Compliance Team.  

Reporting to the Head of Operational Risk and Compliance, the Information Security Risk Management Lead is responsible for technology risk advisory, review/challenge, oversight and monitoring over information security and data risk frameworks and how it is operationalised. 

This is a highly visible role in the business ensuring technology risks are effectively identified, assessed, managed and monitored across Cuscal. Responsibilities of the Information Security Risk Management Lead in the team’s capacity as the second line of defence under the Risk Management Framework fall into four key areas: 

1) Technology Risk Management Framework Advisory, Oversight and Monitoring 

• Ensure Information Security Risks (technology and cyber) and Data risks are adequately managed through Cuscal’s frameworks in line with regulatory requirements (e.g. CPS 234,230, CPG 235 etc.), industry best practices and operating environment in line with three lines of defence   
• Ensure line 2 risk management capability is built and sustained to review, challenge, oversight and assurance reinforcing and maturing line 1 accountability with the business owners   
• Work collaboratively with Product domains, Engineering and corporate functions to embed technology risk management practices into everyday activities, embed controls, and monitor/report on issues.  
• Foster a risk culture that promotes open communication, transparency, and ownership of risk at all levels of the organisation  
• Risk Reporting & Analytics: Provide insights derived from technology and data risk reporting to the Board and Executive Leadership Team 

2) 2nd Line Review, Challenge and Oversight 

• Review and challenge risk/RiC assessments, adequacy and effectiveness of risk mitigation strategies, controls, and action plans implemented by 1st line teams.   
• Critically assess incidents, breaches, and near misses to identify systemic issues and recommend appropriate remediation actions.  
• Ensure the continuous improvement of risk management practices by engaging with business units to provide constructive feedback and challenge assumptions.   
• Act as a trusted advisor to senior leadership and business units on operational risk matters, including emerging risks, regulatory changes, and industry trends.   
• Drive education and training programs to elevate operational risk awareness and capabilities across the organisation.   
• Collaborate with product, client, and technology teams to ensure operational risk considerations are integrated into new initiatives, system changes, and major projects.   
• Line 2 support for assessments of third-party technology risks and controls. 

3) Emerging Risks and Innovation 

• Stay informed about the latest developments in AI and other emerging technologies to proactively identify potential risks. Support Cuscal teams in rapidly adopting new technologies in a safe and controlled manner. 
• Review/provide oversight over initiatives to automate technology risk & controls monitoring processes using advanced tools and technologies.  
•  Promote a culture of innovation in risk management practices, encouraging the adoption of new approaches and technologies. 

4) Stakeholder Engagement 

• Work closely with internal and external stakeholders as required, to ensure a cohesive approach to technology risk management.  
• Develop and deliver training programs to enhance technology risk awareness and competency across Cuscal.  
• Promote and drive a positive risk culture to lift overall risk management maturity across Cuscal.   

About You 
To be successful in this position you will have the following skills and experience: 

• Bachelor’s degree in information technology, Information Systems, Risk Management, Cybersecurity, Computer Engineering, or a related field. Relevant certifications (e.g., CRISC, CISA, CISSP) are desirable. 
• Minimum of 4-6 years of experience in technology risk management within the financial services industry. 
• Strong knowledge of risk management and IT frameworks and standards such as ITIL, ISO 27001, NIST, COBIT, and relevant APRA guidelines (CPS234, CPG235, CPS230, CPS220) 
• Demonstrated experience in managing risks associated with AI, machine learning, and other emerging technologies. 
• Prior experiencing leading risk maturity uplift at another organisation within a function, business unit or risk class. 
• Strong project management skills, including planning, execution, and stakeholder management. 

What’s it like to work here? 

As well as good pay and a great culture, we back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. We are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of financial, lifestyle, health & wellbeing benefits. 

 
Next Step 
If you think this role is the right fit for you, we invite you to apply. Let’s explore who you are and what drives you. We’d love to share our vision for the future of payments sector. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. 
   
Cuscal does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Cuscal employee, location or address. 

We are looking for a Senior Data Scientist to join our innovative team and lead key projects involving machine learning, time series forecasting and LLMs. You will have a solid mathematical foundation and proven experience in developing and deploying production-level code.

Key Responsibilities:

• Lead the design, development, and implementation of data science models, responsible for designing and delivering technically complex Data Science and Artificial Intelligence (AI) initiatives that produce significant business value
• Utilize advanced techniques in machine learning, deep learning, and causal inference to drive business insights and optimize performance.
• Collaborate with cross-functional teams to understand business needs and translate them into actionable data science solutions.
• Develop production-level code using Python, ensuring scalability and integration with cloud platforms such as AWS, GCP, or Azure.
• Use SQL and ETL processes to manipulate and extract data from relational databases.
• Communicate findings and insights effectively to both technical and non-technical stakeholders.
• Provide mentorship to junior team members and contribute to the overall growth of the analytics team.

The Successful candidate:

• Significant, demonstrable experience in data science or analytical roles
• You will have a track record of achievement in data science, analysis, applied statistics or machine learning
• Advanced Technical Skills: Expert-level knowledge of machine learning algorithms, model development, and deployment, with proficiency in at least one programming language (e.g., Python, R) and one database querying language (e.g., SQL). Experience with visualization tools like PowerBI is a plus.
• Business Acumen: Strong ability to align technical solutions with business strategy, and to communicate complex findings to senior stakeholders
• An academic background in statistics, mathematics, computer science, actuarial studies or similar is required
• You will have experience working in a cloud (AWS / GCP / Azure) environment
• You will have demonstrated clear and thorough logical and analytical thinking, as well as problem-solving skills and high attention to detail.
• Project Management: Experience in managing large, complex projects or multiple concurrent projects, including setting timelines, deliverables, and navigating resourcing challenges

Why Join Us:

• Work in a dynamic and innovative team driving real business impact.
• Opportunities for professional growth and development in a leadership role.
• Collaborative culture and cross-functional engagement with various teams and stakeholders.
• Competitive salary and benefits.

The Game Changers:

Australian Payments Plus (AP+) is here to shape the future of payments for Australia. We aim to deliver more innovation to Australia’s payments ecosystem, for the collective benefit of Australian businesses, government and consumers.​

Our solutions include Australia’s domestic debit network, real-time, data rich payments infrastructure, secure bill payments, digital identity verification, QR payments and experiences and open wallet solutions. It’s a new chapter with more possibilities.​

Life @ AP+:

We are one connected team in pursuit of one inspiring purpose – to unite people and technology to power better experiences. Each of us has a part to play in making that happen. You’ll be encouraged to bring your big ideas forward and make a difference through your work. Taking steps forward in your career whilst still having room for fun, friendships, and flexibility in your daily life.

We’re driven by our core values: lead with heart, learn for tomorrow and live our legacy. A purpose like ours takes the inspired impact of an incredible team. Ready to change the game? We’re ready to help you do it.

The Purpose:

The Change Enablement Practice Lead is accountable for the ITIL Change Enablement Practice. The Lead needs to ensure that the process is designed appropriately and effectively that it meets the needs of AP+, industry best practice and various legislative requirements. The role is required to govern the practice end-to-end, including, service partners, performance, governance forums, reporting and training. This governance is required to ensure IT and business services achieve positive outcomes. 

Primary Accountabilities, Duties and Responsibilities:

• Own the ITIL change enablement practice, including people, process and technology, to ensure the right outcomes are achieved. 

• Accountable for all enhancements and introduction of new capability to the change enablement module in AP+ ITSM tool. 

• Support the ITSM tool software delivery lifecycle for enhancements to the change enablement module. 

• Leading or contributing to the formulation of the change enablement practice roadmap and approach. 

• Identifying and addressing potential risks and areas of resistance, devising specific plans to mitigate concerns. 

• Performing analysis of changes to ensure thorough planning of change initiatives in line with the AP+ standards. 

• Authorise for changes to progress, as per the AP+ change approval matrix. 

• Develop and implement change enablement communications, and training in line with AP+ standards. 

• Identify opportunities to automate and digitise the process. 

• Conduct post change reviews to identify areas for improvement and mitigate future impact as a result of failed changes. 

• Chair all practice governance forums, inclusive of forums with critical service partners. 

• To maintain an interest and awareness of industry trends across change enablement and the capability within the AP+ ITSM tool to identify improvement opportunities within AP+.

We'd love to hear from you if have:

• ITIL4 (required) 
• Certified Agile Service Manager (Preferred)
• Agile Methodology (Preferred)
• Using various frameworks, such as DevOps and CI/CD 
• Automating and integrating toolsets to support modern change enablement practices
• Applying change enablement standards across legacy and modern technology architecture 
• Developing communications, including micro communications, to support adoption, uplift and performance 
• Creating performance-based reporting 
• Managing and integrating service partners

What's Next:

We know applying for a role can be a nerve-wracking experience, so we endeavour to review applications and plan to schedule screening interviews within the next two weeks. If you are among selected candidates, we’ll be in touch to schedule a phone interview. In any case, we will keep you posted on the status of your application.

We want to remove all barriers to inclusion so if you need advice or support with your application, we’re here to help. Please reach out to [email protected] We also encourage you to let us know your pronouns at any point during the recruitment process.