Manager, Remediation & Resolutions Assurance and Governance

At Insignia Financial, we committed to delivering fair customer outcomes and continuously strengthening the way we support our members and clients. We’re looking for an Assurance and Governance Manager to play a key role in uplifting governance maturity, strengthening controls, and driving assurance across Customer Resolutions and Product Remediation.

 

This is an opportunity to influence meaningful change, work closely with senior stakeholders, and help shape a customer-centric governance framework that balances regulatory obligations with practical, fair customer outcomes.

 

About the Role

Reporting into the leadership team within Customer Resolutions & Product Remediation, this role delivers independent governance and assurance activities that strengthen control effectiveness, regulatory compliance, and continuous improvement.

 

You’ll apply a customer-first lens when assessing frameworks and controls, ensuring governance practices don’t just meet regulatory expectations, but genuinely support better customer experiences and outcomes.

 

What You’ll Be Doing

• Maintain and uplift governance frameworks, policies, procedures, templates, and training materials across Customer Resolutions and Product Remediation
• Ensure controls are appropriately designed, documented, tested, and operating effectively
• Conduct assurance activities across BAU remediation programs to ensure alignment with relevant policies and standards
• Define and maintain end-to-end governance models, including RACI frameworks, escalation pathways, and oversight responsibilities
• Partner with operational teams to strengthen governance capability and control maturity
• Act as a key contact for Internal Audit on complaints and remediation governance matters
• Identify themes, trends, and root causes through assurance reviews, incidents, audits, and regulatory engagement
• Use insights from complaints and remediation activities to improve preventative controls and operational processes
• Escalate material control weaknesses, customer harm risks, or regulatory exposures in a timely and transparent manner
• Support continuous improvement initiatives focused on customer fairness, operational effectiveness, and risk reduction

 

What We’re Looking For

• Strong stakeholder management skills with the ability to influence and build trusted relationships across all levels
• Excellent written and verbal communication skills
• High attention to detail and strong analytical capability
• Experience in governance, assurance, risk, remediation, complaints management, or operational controls
• Strong process improvement and problem-solving capability
• Knowledge of complaints management and/or remediation frameworks (highly regarded)
• Strong understanding of ASIC Regulatory Guides RG271 and RG277
• Ability to balance customer fairness, regulatory expectations, and operational risk
• Experience coaching and uplifting governance maturity across operational teams

 

To Apply

Read more about why you should join our team https://www.insigniafinancial.com.au/careers/working-with-us/why-join-our-team.

 

Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment.

 

Please note that applications from agencies will not be considered at this time.

 

We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.