Senior Manager Quality and Compliance Assurance

Company description:

Pacific Blue is a dedicated owner, operator, and developer of renewable energy assets and an established dynamic energy retailer through Tango Energy, combining renewable generation with simple, customer-focused energy solutions. We operate a high quality and diversified portfolio of wind, hydro, and solar assets, as well as offering a range of competitive energy products, delivering value to our retail energy customer base. With the growing importance of renewable energy in Australia's future, a career with us is more than just a job.

Job description:

The Senior Manager Quality & Compliance Assurance is responsible for leading Pacific Blue's Retail (Tango Energy) Quality & Compliance Assurance function, providing strategic direction and oversight to strengthen compliance, governance and customer outcomes across the Retail business. The role owns the Retail quality and compliance assurance framework, using data-driven insights and assurance activities to identify compliance risks, systemic trends and opportunities for continuous improvement.

Working closely with Executives, Senior Managers, Operational Leaders and other cross-functional stakeholders, the position drives effective risk prevention and assurance practices, strengthening compliance capability, improving operational performance and customer experience, and reducing both internal and Ombudsman directed complaints. As a senior leader within the Retail business, the role contributes to strategic decision-making and the delivery of sustainable customer and business outcomes.

This is a full-time permanent role located in Melbourne.

The role is primarily responsible for but not limited to:

• Lead the development, implementation and continuous improvement of the Retail Quality & Compliance Assurance strategy, controls and Line 1 QA Framework, ensuring alignment with regulatory obligations, business risks and organisational objectives.
• Provide strategic oversight of preventative and detective controls, including their design, implementation, testing and ongoing effectiveness across the Retail business.
• Partner with Operational Leaders, Regulatory Compliance, Legal and other key stakeholders to identify, assess and manage compliance risks, emerging issues and potential roadblocks.
• Lead assurance activities including transaction-level process adherence reviews, end-to-end process assurance and implementation assurance for new regulatory and growth projects, supporting effective operational adoption and ongoing compliance.
• Lead the investigation and root cause analysis of high-risk incidents, breaches and control failures, providing recommendations and inputs to regulatory and industry responses where required.
• Report on QA performance, key risks, systemic issues and trends, providing strategic insights and recommendations to senior stakeholders to improve compliance, operational effectiveness and customer outcomes.
• Drive initiatives that strengthen compliance awareness and culture, influence strategic decision-making and support continuous improvement across the Retail business.
• Champion the customer by identifying opportunities to improve customer experience, reduce failure demand, re-work and internal and Ombudsman complaints, while maintaining effective BAU operations.

Profile description:

To be successful in this role you will have:

Knowledge and Experience

• 5+ years in a Line 1 quality, compliance, regulatory, legal or retail energy operations role in the energy sector
• Relevant tertiary qualifications in Law, Commerce, Business, Risk Management or a related discipline is desirable,
• Strong understanding of the Energy sector and regulatory environment is essential.
• Experience in leading operational process management and improvement.
• Experience in uplifting compliance through QA and working with external parties.
• Experience in supporting responses to regulators and other key external stakeholders on matters of quality and compliance.
• Experience leading senior business leaders to achieve compliance, business and customer experience outcomes.
• Able to efficiently diagnose issues and recommend effective actions to rectify.
• Passion for continuous improvement.
• Excellent stakeholder management and communication skills.
• Analytical mindset, with a strong ability to solve complex problems.
• Adaptable and proactive, ready to tackle challenges in a dynamic setting.

We offer:

What We offer
At Pacific Blue, as a leading renewable energy provider for the past 30 years, we know what it takes to create real change. Our success isn't solely driven by our technology, investments, or assets—it's powered by our people. Our passionate and dedicated team is the reason we can make 100% clean energy available today, not tomorrow.

We provide a wide range of benefits including:

• Discounts to Home Energy and Health Insurance
• Purchased leave program
• Free Employee Assistance Program
• Generous parental leave options
• Modern open plan office with ergonomic standing desks
• Office location next to Southern Cross Station and tram stops
• A team that is inclusive and supportive

Pacific Blue is committed to fostering an inclusive and diverse work environment where individuals in each of our business units feel involved, supported, respected, and treated fairly. We believe that embracing people with diverse capabilities, perspectives, and experiences will enrich our team and provide competitive advantages to our business. This has resulted in our recognition by the DCA as an Inclusive Employer.

If you require accommodations or adjustments, we encourage you to inform us so that we can support you throughout the application process.

Only candidates with the eligible right to work in Australia will be considered.

If you share our vision of creating a sustainable future and believe in making a positive impact, please click the 'apply' button to express your interest.