General Manager - Customer Operations Risk

**About Netwealth** Netwealth isn't just a company. We're shaping the future of wealth in Australia. Our award-winning platform and NextGen technology empower advisers and investors to achieve more, and we're proud to be recognised as one of Australia's most innovative FinTech businesses. Since 1999, we've grown rapidly by challenging the status quo. We move fast, think big, and stay agile. Free from unnecessary bureaucracy so we can deliver smarter solutions for our clients and create real impact. But what truly sets us apart? Our people. We're a team of curious, optimistic and courageous individuals who collaborate to make life better for more Australians. We value authenticity, and agility, and we believe in creating an environment where you can do your best work, grow your career, and feel part of something meaningful. If you're looking for a place where your ideas matter, where innovation is celebrated, and where you can help shape a brighter financial future, join us at Netwealth. **The Opportunity** This is a brand-new leadership role within Customer Operations, and will be the most senior Line 1 risk role at Netwealth. You'll report to the Chief Customer Operations Officer and own the design of a function that doesn't exist today. As we've grown, Line 1 risk and compliance activity has ended up spread across Operations and Compliance. You'll map what's out there, decide what belongs together and consolidate it into one dedicated capability. It will cover Financial Crime (fraud, scams, AML/KYC and investigations), Adviser Governance, External Dispute Resolution, and Line 1 Risk & Compliance. You'll design and implement controls, make sure they work across teams, and help business leaders own and manage their own risks, without taking those risks over. You'll work closely with independent Line 2 Risk & Compliance and the Office of Trustee, so you'll need to understand where Line 1 ends and Line 2 begins. **In this role, you will:** - Design, build and settle the Line 1 operating model over your 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 the difficult conversations that come with them - 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 **About you** You're a Line 1 risk leader who likes building things and getting your hands dirty. You know financial services, understand who the regulators are and what ASIC, APRA and AUSTRAC expect. You've designed and implemented controls yourself, and you can cut through competing demands to focus on what matters. You also understand how customer service, contact centre and administration teams work, because that's where this role lives. You're pragmatic. You're comfortable with ambiguity and with agile ways of working, and you'll build something proportionate that suits how Netwealth operates. **You'll bring:** - 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 This is a chance to build a function from scratch, with real backing, and shape how Netwealth manages risk for years to come. **Life At Netwealth** At Netwealth, we believe a fulfilling career is built on **growth, balance, and belonging**. Our people are our greatest strength, and we’re committed to supporting you at every stage of life because when you thrive, so do we. We're proud to be recognised as one of Australia's top 5 companies for Career Development (endorsed by WORK180). From further education and diverse training opportunities to strong support for internal mobility. Your career can grow here. Our flexible hybrid model supports balance, with just 4 days in the office each fortnight. When you’re in, you’ll enjoy working from one of our modern, thoughtfully designed spaces across Australia – including our state-of-the-art Melbourne CBD office. All locations feature contemporary facilities to make your day comfortable, and in Melbourne, you’ll also enjoy perks like end-of-trip amenities and daily breakfast to make your commute easier. We offer benefits designed for your wellbeing and personal development, including; - **Family-friendly support**: Paid parental leave and a fully funded school holiday program - **Wellness perks:** CU Health (virtual healthcare), income protection, flu shots, wellness weeks, retail discounts and financial wellbeing services - **A vibrant culture:** social events, trivia nights, and corporate sports - **Employee Resource Groups:** LGBTQIA+, DAWN (Development and Accelerating Women at Netwealth), Culture Group and Carers Group - **Community Impact:** Paid volunteering and our Netwealth Impact Group We're proud of our inclusive and diverse workforce and encourage everyone to bring their genuine selves to work. It's one of our core values. We're committed to equity and inclusion through our gender equality, disability, LGBTQIA+, wellbeing and cultural initiatives. And we're certified by WORK180, Family Friendly Workplaces and Great Places to Work. If you're excited by the opportunity but don't meet every requirements, we still encourage you to apply. Research shows people often hesitate unless they tick every box. We value potential and passion just as much. Need adjustments during the recruitment process? Contact us at **Apply now and help us shape a brighter financial future!**