Incident Operations Executive

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Tailor Your Resume for this Job

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It starts with YES!

At Optus, we have an ambitious goal to be Australia’s most loved everyday brand.

We have an internal opportunity, reporting to the Associate Director, Risk, Controls and Incident Management, the Incident Operations Executive is responsible for supporting the management, tracking and reporting of incidents in Consumer & Operating Office channels across key compliance areas including Privacy, Fraud, Sales Compliance, Regulatory, Security & Crime Related Events.

The role will lead the end-to-end management of incidents that have been rated as Low and Medium impact in addition to supporting the Incident Management Lead in the coordination of High & Catastrophic incidents in accordance with the standards outlined. This role will own management and tracking of relevant Incident Registers ensuring content is updated and completed within required timeframes and in accordance with both internal and external obligations, in addition to monitoring items raised via the incident reporting form and completing initial triage activities.

Your day in the life at Optus

Lead Consumer & Operating Office response for Low and Medium rated items in relation to key compliance areas across Privacy, Regulatory, Fraud, Sales Compliance & Security/Crime Related initiatives, including mandatory incidents raised.

Support the Incident Response Lead in the build of documentation, leveraging existing templates and methodologies on overall incident management for communication to Senior & Executive Leadership team members.

Ensure working group minutes, actions and attendance are tracked and communicated to key stakeholders for action in accordance with deadlines.

Develop and maintain benchmark repository and storage programs for Incident Management requirements to meet and exceed standards.

Support the build of reporting on Incident prevalence, trends & metrics to relevant Business Risk committees & monthly compliance forums.

Identify issues and trends in relation to overall incident management and provide feedback to the Associate Director, Risk, Controls and Incident Management for strategic control implementation to resolve.

Your skills to pay the bills

Knowledge of Telecommunications Regulatory, Privacy, Legal and Fraud Risk Management components

Project Management Experience

Experience working in a Contact Centre and or Retail Management position

Core understanding of Customer Relationship Management Systems

Critical thinking ability

Perks we love at Optus

3 days in the office, 2 days remote – with flexible hours to suit!

Inclusive paid parental leave, up to 14 weeks for the primary care giver

All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’

Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University)

Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network

Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office

Free Optus bus from Macquarie University Metro Station (every 6-8 minutes);

CLOSING DATE: 01 JULY 2025

Intrigued - but perhaps you don’t align to 100% of the role requirements? That’s OK, we strongly encourage you to apply –

we all have growth & development opportunities.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email

AccessibleRecruitment@optus.com.au

or call 1800 309 170 and we will be in touch.

For more information on Diversity, Inclusion & Belonging at Optus, please visit

https://www.optus.com.au/about/inclusion-diversity

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