ABOUT THE COMPANY Lotus People are excited to be partnering with an Australian financial services organisation, who is committed to delivering responsible lending and customer-first outcomes. With a strong culture of integrity, compliance, and continuous improvement, the business provides an environment where employees can make a real impact while supporting customers through vulnerable circumstances. Join a team that values fairness, collaboration, and meaningful change. ABOUT THE ROLE As the Senior Quality Assurance & Process Improvement Officer - Hardship, you will play a critical role in ensuring high-quality decision-making, strong regulatory compliance, and improved outcomes for vulnerable customers. Working with senior leaders across Financial Assistance, Collections, and Compliance, you’ll deliver expert oversight, identify systemic risks, and drive targeted process improvements aligned with ASIC expectations. DUTIES Lead complex quality assurance reviews across hardship, collections, and recoveries touchpoints Monitor compliance with the National Credit Code, ASIC Report 782, and internal hardship frameworks Maintain oversight of hardship decision quality, documentation standards, and statutory timeframes Identify systemic issues, emerging risks, and potential breaches, providing root cause analysis Produce detailed QA reports, insights, dashboards, and trend analysis for senior leadership Present findings and recommendations to governance forums including senior risk and compliance committees Drive targeted process improvement initiatives to uplift customer outcomes and operational consistency Partner with Operations, Compliance, and Technology teams to enhance controls, workflows, and data integrity Support audit and regulatory assurance activities with evidence, analysis, and expert commentary Contribute to training and guidance materials to strengthen frontline capability SKILLS & EXPERIENCE Bachelor’s degree in finance, business, risk management, or related discipline Minimum 5 years’ experience in hardship, QA, compliance, risk, or financial services operations Strong working knowledge of ASIC Report 782, National Credit Code, and ASIC Debt Collection Guidelines Demonstrated experience conducting senior-level QA reviews, audits, or assurance programs Proven ability to identify systemic issues and drive process/control improvements Advanced Excel skills (pivot tables, complex formulas, data modelling, reporting) Power BI experience including dashboard development and management reporting Excellent written and verbal communication with confidence presenting to senior stakeholders High attention to detail, sound judgement, and ability to work autonomously BENEFITS Opportunity to influence hardship strategy and customer outcomes at a senior level Career development within a growing and values-led organisation Collaborative, high-performing culture with strong leadership support Flexible working arrangements OUR RECRUITMENT PROCESS At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process. Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2–3 business days for an initial phone screen. Shortlisted candidates will then proceed to a virtual interview with the consultant managing the role. Due to the volume of applications and the specific nature of our briefs, we are unable to take phone enquiries about roles before an application is submitted. We ask that all interested candidates please apply online and wait to hear from us. Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering. Lotus People are proud to have been awarded Best Agency for Candidate Experience for five consecutive years. We look forward to providing you with a positive and respectful experience.
