Treating Clients Fairly Manager

At Rabobank, our commitment to our employees and clients is at the heart of everything we do.

As the world’s leading specialist in food and agribusiness banking, one of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients.

Our culture is unique, because every day our people work knowing that we are all playing our part in supporting our farmers to feed the world. We strive to create an open, balanced, and flexible workplace where people feel that they belong, can be open and honest and are supported…we are focused on growing each other.

About the role:

The purpose of this role is to support the Country Banking Australia (CBAU) Portfolio Management team to strengthen and embed Treating Customers Fairly (TCF) standards and processes within Country Banking Australia.

This role reports into the Head of Non-Financial Risk and supports with improving and maintaining policies, processes, and controls to ensure they are effective and aligned with Treating Customers Fairly (TCF) requirements across areas such as complaints, vulnerable clients, and financial difficulty. You will track and follow up on actions across the business, provide guidance on TCF risk management, and support improvements arising from incidents, reviews, and monitoring activities. The role also includes conducting compliance monitoring, managing incidents and risk assessments, and developing training to build staff awareness. Additionally, you will compile and analyse data, produce reports for stakeholders and regulators, and support the delivery of actions arising from these insights.

Some of the key responsibilities include:

• Support implementation of risk and compliance frameworks (including TCF) in daily operations
• Provide compliance advice by researching regulatory requirements and business processes
• Conduct gap assessments to identify regulatory and compliance requirements
• Lead and manage TCF implementation plans and ensure alignment with policy standards
• Develop and maintain obligations registers, including risks and controls
• Review incidents to identify root causes and recommend control improvements
• Support compliance monitoring, testing processes, and conduct reviews
• Lead targeted compliance reviews based on risk insights or stakeholder requests
• Monitor complaints data and report breaches in line with regulatory requirements
• Assist with regulatory reporting, compliance processes, and staff training initiatives

To be successful in the role, you will have:

• Solid knowledge and expertise in TCF and Banking Code of Practice requirements
• Strong knowledge in the Australian Corporations Act, ASIC Act, NCCP, DDO, Privacy, Banking Act requirements.
• Experience and knowledge in Complaints framework, Product Governance framework and vulnerability framework.
• Ability to perform compliance gap risk assessments
•  Demonstrated expertise in risk and control practices.
•  Ability to clearly present technical information.
•  Demonstrated experience in stakeholder management and change management.
• Excellent communication at all levels across the business

What we're proud to offer you:

Rabo@Anywhere is our hybrid way of working at Rabobank and for Australia, that means we have a blend of time working between the office and home.  

Wellbeing leave. These leave days support greater work/life balance and is just another way we are helping our employees to lead happier, healthier, and more fulfilling lives. 

Education Assistance Program. Rabobank values the development of its people and has a great Education Assistance Program to assist with professional development. 

Parental Leave that supports you and your family while giving you the freedom and flexibility to enjoy this special time (up-to 14 weeks paid leave) 

Bonus and Additional Leave. We realise sometimes 4 weeks Annual Leave isn't enough! At Rabobank we provide an incentive for eligible employees to receive 1 extra week Annual Leave and an option to purchase another 2 weeks Annual Leave. 

Extra Insurance. Rabobank recognises that employees need to protect their financial wellbeing, in the event of serious illness, injury, or even death. Rabobank provides eligible permanent employees with employer-funded Death, TPD and Income Protection Insurance. 

Rabo Workplace Giving program. As part of Rabobank's global Corporate Social Responsibility, Workplace Giving aims to encourage employees to contribute to our community. Rabo Workplace Giving program matches employee donations to selected Social Partners.

Our Values

Rabobank Australia values inclusion, belonging, and positive experiences for all. Our work environment, our benefits, and the way we live our values, “Client Driven”, “Responsible”, “Professional” and “Cooperative” make it a great place to work. We welcome applicants from diverse backgrounds. 

Please let our Talent Acquisition team know if you need any accommodations to make our opportunities more accessible to you. 

Rabobank is not accepting submissions from recruitment agencies for this role.

Applicants must hold valid work rights for this role.