Head of Customer Remediation Execution

Kia ora, Talofa lava, Kia Orana, Malo e lelei, Fakalofa lahi atu, Bula Vinaka and Namaste

At ASB, we're all about doing what we can to help our customers get "One Step Ahead" by giving them the tools they need to manage their lives and plan for their families and future.

Are you passionate about getting things right for customers and driving excellence in remediation delivery? You might just be the missing piece to our puzzle. Our ASB whānau is all about empowering each other to make a real difference in Aotearoa, and we're looking for someone to lead our execution of customer remediation activity. We're a team that values your unique perspective and skills, and we're excited to see how you can help us achieve our goals.

Mō te tūranga | About the Role

Our ideal candidate is someone who brings proven leadership in complex remediation and operational delivery environments. As the Head of Customer Remediation Execution, you'll be responsible for the enterprise-wide delivery of customer remediation that restores customers to their rightful position. You'll ensure the consistent application of ASB's remediation principles, policies, and processes, and drive capability uplift across the remediation team.

You'll work closely with the Remediation Centre of Excellence and key stakeholders—including Line 2 Compliance and the Conduct Risk team—to ensure each project approach aligns with relevant policies, principles, and processes. Your work will involve tracking remediation progress, proactively identifying blockers, and escalating risks through appropriate channels to ensure timely resolution and governance oversight. You'll champion consistency and quality across ASB's remediation portfolio by embedding best practice standards and ensuring alignment with enterprise-wide expectations.

Whether it's establishing ownership models, engaging cross-functionally with Product, Compliance, Legal, Finance, Technology, and Marketing teams, or representing remediation execution at senior leadership forums and risk committees, you'll be at the forefront of driving remediation outcomes for our ASB whānau.

Ō pūkenga | About you

As a seasoned remediation leader, here's what you bring to the table:

• Proven leadership in complex remediation and operational delivery environments
• Deep understanding of regulatory expectations, consumer law, and industry codes of practice
• Strong stakeholder engagement and governance capability
• Experience in data-driven remediation methodologies and cross-functional delivery models
• Project management and project delivery expertise across the project lifecycle (from set-up, scoping, establishing the plan, analysis, remediation action), including awareness of agile ways of working
• Commercial acumen: Ability to assess the financial impact and discuss this with senior management
• Courage to challenge the status quo—you're not afraid to speak up and drive change when it's needed

He aha tā mātou | What can we offer

What's important to you is important to us. We support your wellbeing in meaningful ways, including comprehensive health insurance, wellness initiatives, parental and flexible leave, and customisable benefits to suit your lifestyle.

Bring your whole self to work every day. Whether you're into scrap booking, spontaneous karaoke sessions, or just hanging out with the family, ASB is working hard to create a culture where everyone feels safe, included and part of our shared purpose of helping Kiwi get one step ahead.

The whole "one step ahead" thing applies to you, too. With mentorship, flexible learning pathways, and opportunities to deepen your expertise, ASB is a place where you can take on exciting challenges and step forward to reach your goals, both in and out of office.

Me pēhea te tona | How to apply?

We know great people come from all sorts of backgrounds, and you don't need to tick every box to apply. What matters most is you bring your unique strengths and enthusiasm to the team.

To be considered, all applications need to go through our online career channels and will be treated with confidentiality. Check out the position description to find out more.

We appreciate the time and effort you put into applying and will keep you updated throughout the process.

Reference #

ED162203

Posted on

13 Oct 2025

Location(s)

North Wharf

Expertise

Leadership

Work type(s)

Full Time

Application closes on 27 Oct :59