General Manager - Customer Operations Risk

This is a brand-new leadership role within Customer Operations, and will be the most senior Line 1 risk role at Netwealth. The role reports to the Chief Customer Operations Officer and involves owning the design of a function that doesn't exist today. The function will consolidate Line 1 risk and compliance activity currently spread across Operations and Compliance, covering Financial Crime (fraud, scams, AML/KYC and investigations), Adviser Governance, External Dispute Resolution, and Line 1 Risk & Compliance. The role works closely with independent Line 2 Risk & Compliance and the Office of Trustee.

Responsibilities

Design, build and settle the Line 1 operating model over the first 12 months, with a working model in place within about six months; Lead Financial Crime, Adviser Governance, External Dispute Resolution and Line 1 Risk & Compliance; Get hands-on designing, implementing and testing controls, and drive incidents and remediation through to real resolution; Make fair, well-evidenced decisions on adviser onboarding, monitoring and restrictions, including difficult conversations; Prioritise practical improvement and automation that strengthens controls and reduces manual effort; Build and develop heads of function and a growing, multidisciplinary team; Deliver clear risk reporting and represent Customer Operations in executive, Board and regulator discussions

Requirements

Strong financial services experience combining operational delivery with practical Line 1 risk, compliance and governance capability; Proven hands-on control experience, including designing and implementing controls, testing operating effectiveness and fixing weaknesses; Practical financial crime capability across AML/KYC, fraud, scams and investigations; Adviser governance experience, including due diligence, monitoring and sensitive risk-based decisions; Strong knowledge of the regulatory environment, including ASIC, APRA and AUSTRAC; Experience leading teams through growth and change, and building capability and operating models; Sound judgement, and the confidence to challenge operational leaders and engage with executives, Boards and regulators; Understanding of how customer service, contact centre and administration teams work

Benefits

Paid parental leave; Fully funded school holiday program; CU Health (virtual healthcare); Income protection; Flu shots; Wellness weeks; Retail discounts; Financial wellbeing services; Social events, trivia nights and corporate sports; Employee Resource Groups (LGBTQIA+, DAWN, Culture Group, Carers Group); Paid volunteering and Netwealth Impact Group; Flexible hybrid model with 4 days in the office each fortnight; End-of-trip amenities and daily breakfast in Melbourne; Career development, further education and internal mobility support