Digital Operations Lead

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Digital Operations Lead, you'll take ownership of the operational performance of our digital products, driving the remediation of incidents, coordinating responses to production issues and delivering meaningful improvements that reduce risk and strengthen digital experiences for our members.

You'll bring together cross-functional teams to solve complex challenges, facilitate operational uplift initiatives and ensure digital product practices align with governance, risk and compliance requirements. From leading remediation activities through to managing change delivery priorities, you'll be at the centre of ensuring our digital ecosystem remains resilient, compliant and focused on delivering value.

This is an opportunity to influence how digital products operate at scale, improve operational maturity and partner with a broad range of stakeholders across the organisation. Your work will help create stronger connections between digital, member services and technology teams while supporting better outcomes for members and the business.

This role is a permanent opportunity and is based in Brisbane. 

Day to day, you'll:

• Lead remediation activities for digital product incidents, audits, compliance matters and operational issues.
• Coordinate responses to production incidents, including escalation, impact assessment, communication and resolution activities.
• Plan and deliver digital changes and operational uplifts, managing priorities, dependencies and delivery outcomes.
• Facilitate cross-functional forums that drive remediation progress, operational improvements and informed decision making.
• Ensure digital change and incident management practices align with governance, risk, compliance and regulatory requirements.
• Build strong relationships across Product, Engineering, Risk, Legal, Compliance and Operations teams.
• Analyse incident, operational and delivery data to identify trends, risks and improvement opportunities.
• Drive initiatives that improve digital product stability, reduce recurring issues and strengthen operational processes. 

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

• You have significant experience in digital product, digital operations or delivery roles within complex environments.
• Your experience includes leading remediation of compliance, regulatory or operational issues in a regulated industry.
• You'll have strong knowledge of incident management, operational governance and risk frameworks.
• You're skilled at coordinating work across Product, Engineering, Risk, Compliance and Operations stakeholders.
• You can analyse operational and delivery data to identify risks, trends and opportunities for improvement.
• Your background includes managing change delivery, prioritisation and dependency management activities.
• You'll bring experience working within Agile or iterative delivery environments.
• You're comfortable navigating ambiguity, influencing stakeholders and managing competing priorities.
• You hold a relevant qualification in Business, Finance, IT, Digital or a related discipline, or equivalent practical experience.
• Your knowledge of digital experience platforms, superannuation or advice-related digital services will be highly regarded.