Senior Manager, Conduct & Customer Outcomes

• Support oversight of ASB’s Fair Conduct Programme and help shape how good customer outcomes are delivered across ASB.

Nau mai ki ASB.

At ASB, we’re driven by our purpose to accelerate financial progress for all New Zealanders.

Due to an internal promotion, an exciting opportunity has become available for an experienced Compliance professional to join our Personal Banking Line 1 Risk & Compliance team.

As the Senior Manager, Conduct & Customer Outcomes, you'll play a key role in shaping how ASB delivers fair customer outcomes across the bank. Working closely with senior leaders, you'll help oversee and continuously evolve ASB's Fair Conduct Programme, influence enterprise-wide conduct strategy, and support the delivery of good customer outcomes for New Zealanders.

Te Tūranga | The role

In this role, you will provide strategic support, practical conduct risk and compliance advice and meaningful insights to support ASB’s enterprise-wide approach to conduct and customer outcomes.

You will be a member of the Conduct & Customer Outcomes team and partner across the organisation to ensure conduct risks are understood, monitored and managed, and that ASB continues to develop and demonstrate an effective Fair Conduct Programme.

Key Responsibilities Include

• Supporting oversight and the ongoing development of ASB’s enterprise-wide Fair Conduct Programme and Conduct Risk Management Framework
• Leading conduct and customer outcome initiatives, ensuring risks are understood, monitored and effectively managed across ASB.
• Using customer feedback, complaints, monitoring and performance data to identify trends, risks and opportunities for improvement.
• Developing and monitoring conduct metrics, reporting and insights that help senior leaders understand performance and make informed decisions
• Facilitating senior leadership and governance discussions on conduct, culture, customer outcomes and regulatory expectations
• Partnering across ASB to embed good conduct into products, services, processes, and customer interactions, while building conduct capability and confidence across the business.

Ō pūkenga | About you

You’ll be a confident and influential leader with a strong understanding of financial services compliance frameworks and regulatory expectations in a complex, regulated environment. You can turn complex information into practical insights, navigate ambiguity and build trusted relationships across the organisation.

To Be Successful In This Role, You Will Have

• 7+ years experience in risk, compliance or legal roles in financial services including experience operating in highly regulated environments.
• A strong understanding of the NZ financial services regulatory environment, and demonstrated ability in compliance management, is essential
• Experience in conduct or customer outcomes, including knowledge of New Zealand conduct regulation, such as CoFI, responsible lending requirements and the FMA's conduct priorities, is advantageous.
• Comfort working with principles-based legislation, and how to use Compliance frameworks to protect ASB and our customers
• A strong record of leading strategic initiatives or significant improvement programmes in a complex organisation
• Proven experience influencing executive and senior leadership stakeholders, providing trusted advice and constructive challenge on complex conduct and compliance matters.
• Strong analytical capability, with the ability to translate data and complex information into clear insights and practical recommendations
• Experience working with regulators, executive stakeholders, governance forums or risk committees
• Curiosity, resilience and a genuine commitment to improving outcomes for customers

Te mahi ki ASB | Working for ASB

At ASB, our values are more than just words. They’re anchors to who we are and where we’ve come from. They guide how we work together, how we show up for our customers and communities, and how we shape the future of ASB.

• Kia Manaaki | Care – Care is about lifting our people, customers and communities to reach their potential
• Kia Māia | Courage – Courage is about doing the right thing even when it feels hard
• Kia Mahira | Curiosity – Curiosity is about better decision making and applying judgement before we act

In this role, you’ll lead an experienced team and work alongside risk and compliance professionals and leaders from across ASB. The work is meaningful, the scope is enterprise-wide and you’ll have the opportunity to make a visible impact on how ASB delivers and demonstrates fair customer outcomes.

Benefits

We value diverse perspectives and encourage people to bring their whole selves to work. Flexible working arrangements are supported, enabling you to balance your work and personal commitments. You will also have access to the following benefits:

• Career growth through training, mentoring and internal opportunities.
• Health & wellbeing support including Southern Cross Wellbeing One.
• Meaningful benefits like discounted banking, insurance, and parental leave top-up.

Me pēhea te tono | How to apply

If this opportunity sounds like the right fit for you, we'd love to hear from you. Please click "Apply" and submit your CV along with a cover letter outlining your relevant experience.

We review applications as they are received and may close the advert early if we find the right candidate. Please note that applicants must hold legal right to work in New Zealand.

Successful candidates will be required to undertake several pre-employment checks, which will include but are not limited to Police, Credit, AML compliance and qualification verification checks, and may include checks in New Zealand and overseas.