Compliance Manager (AU Telco)

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Position Compliance Manager (AU Telco) Purpose To lead and oversee Yomojo’s end-to-end compliance, regulatory, and complaints management framework, ensuring adherence to all applicable telecommunications laws, industry codes, and regulatory obligations. The role is responsible for safeguarding the business against regulatory, financial, and reputational risks while driving a proactive compliance culture, strengthening customer outcomes, and supporting sustainable growth—including onboarding and governance of corporate accounts. Key Duties, Accountabilities & Success Indicators 1. Compliance Management & Regulatory Oversight Lead compliance with all relevant legislation, codes, and standards (e.g., ACMA, OAIC, TIO, ACCC, Telecommunications Consumer Protections Code, Privacy Act). Conduct regular compliance audits and gap assessments across all departments (CS, Marketing, Technology, Sales). Develop, implement, and continuously improve compliance frameworks, policies, and controls. Maintain up-to-date regulatory registers and ensure all business processes align with current obligations. Own risk assessment frameworks, proactively identifying and mitigating operational and regulatory risks. Oversee compliance for new product launches (e.g., NBN, MVNO services), ensuring readiness before go-live. Provide expert advisory to CEO and leadership team on compliance risks and regulatory changes. Success Indicators (KPIs) 100% compliance with regulatory obligations (no major breaches or enforceable undertakings). Successful external audits and regulatory reviews with minimal findings. Reduction in compliance-related incidents or breaches (month-on-month / quarter-on-quarter). All policies and registers reviewed and updated within defined timelines (e.g., quarterly). Compliance sign-off completed for all major product launches (e.g., NBN) prior to release. 2. Complaints Management & Customer Advocacy Duties Own the end-to-end complaints management framework, including escalation pathways. Personally manage and oversee high-risk complaints (TIO disputes, privacy issues, legal threats). Act as primary liaison with external dispute bodies (TIO, Fair Trading, regulators). Analyse complaint trends and root causes to drive systemic improvements. Collaborate with Customer Service, Product, and Marketing teams to reduce complaint drivers. Ensure complaints handling complies with TIO requirements and internal SLAs. Success Indicators (KPIs) Reduction in TIO complaint volumes and escalation rates. Improved complaint resolution timeframes (within regulatory SLAs). High complaint resolution satisfaction rates (CSAT where measured). Demonstrable reduction in repeat complaints and systemic issues. 95% adherence to internal complaint handling standards and timelines. 3. Risk Management & Governance Duties Establish and maintain enterprise risk management framework aligned with compliance obligations. Identify, assess, and monitor key risks across operational, technical, and customer domains. Maintain risk registers, controls, and mitigation plans with clear ownership across departments. Provide regular risk reporting to CEO and leadership team. Ensure governance structures support accountability and audit readiness. Success Indicators (KPIs) Up-to-date risk register with clearly defined mitigation actions and owners. Reduction in high/critical risk exposure over time. Timely closure of identified risks and audit findings. Regular executive reporting delivered on schedule (monthly/quarterly). 4. Training, Awareness & Compliance Culture Duties Design and deliver compliance training programs for all staff (CS, Sales, Marketing, Tech). Develop and maintain accessible compliance knowledge base and training materials. Ensure new hires receive mandatory compliance onboarding. Promote a culture of accountability, ethical behaviour, and customer-first decision-making. Partner with Training Lead to embed compliance into day-to-day operations. Success Indicators (KPIs) 100% staff completion of mandatory compliance training. Improved staff assessment scores on compliance knowledge. Reduction in compliance errors linked to human/process issues. Positive internal audit results on staff adherence to policies. 5. Policy Management & Documentation Duties Own development, review, and maintenance of all compliance-related policies (e.g., Privacy, Complaints, Financial Hardship, DFSV). Ensure policies are aligned with regulatory requirements and industry best practice. Maintain a centralised, accessible policy and compliance library. Coordinate cross-functional input to ensure policies are operationally practical. Success Indicators (KPIs) All policies reviewed and updated within scheduled cycles. Policies easily accessible and actively used by staff. Positive audit outcomes with no outdated or non-compliant documentation. 6. Regulatory & Industry Engagement Duties Act as primary point of contact with regulators and industry bodies (ACMA, OAIC, TIO, ACCAN, Comms Alliance). Monitor regulatory developments and proactively assess business impact. Represent Yomojo in industry consultations, submissions, and forums. Ensure timely and accurate regulatory reporting and submissions. Success Indicators (KPIs) Timely submission of all regulatory reports and responses. No penalties due to missed or incorrect reporting. Strong working relationships with regulatory bodies. Early identification and implementation of regulatory changes. 7. Corporate Accounts & Business Compliance Support (Expanded scope based on your Purpose statement) Duties Oversee compliance framework for onboarding and ongoing management of corporate accounts. Ensure corporate contracts, billing, and data handling meet regulatory and privacy standards. Work with Sales/Marketing to ensure compliant acquisition practices. Identify opportunities to grow corporate accounts while maintaining compliance integrity. Success Indicators (KPIs) Zero compliance breaches related to corporate account onboarding or management. Smooth onboarding processes with no regulatory delays. Increased corporate account base without increase in compliance risk. Positive audit outcomes on corporate account management. Key Competencies Strong knowledge of Australian telecommunications regulations (ACMA, TIO, Privacy Act, TCP Code) Risk management and governance expertise Leadership and stakeholder management Analytical and problem-solving capability Excellent communication and regulatory negotiation skills Customer advocacy mindset Summary of Success in Role Success in this role means: Yomojo operates with zero major compliance breaches TIO complaints decrease and customer outcomes improve The business is audit-ready at all times Compliance is embedded in daily operations, not reactive Leadership has clear visibility of risks and regulatory exposure Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquirebpo.com. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/