Conduct Risk Manager

Mō te tūranga | About the Role

As a Conduct Risk Manager within our CBW team, you’ll play a pivotal role in strengthening Westpac’s conduct risk and control environment. You’ll lead proactive practices that identify, assess, and manage conduct‑related risks across customer journeys, processes, and products.

Your work ensures that customer outcomes remain at the centre of decision‑making, and that potential risks are understood, escalated, and addressed. Through targeted reviews, insights, and continuous monitoring, you will drive enhancements to controls, improvements to customer experiences, and assurance across rectification and remediation activity.

You’ll collaborate closely with colleagues across conduct management, compliance, risk, distribution, product, operations, and customer resolution teams—helping shape a culture where ethical behaviour, responsible conduct, and fair customer outcomes are consistently upheld.

Key Responsibilities

Leadership

• Champion a strong, ethical conduct culture, setting clear expectations for customer‑centric decision‑making.
• Lead by example and foster an environment where positive conduct is recognised and embedded.
• Build capability and inspire teams to continuously strengthen conduct‑risk awareness and accountability.

Conduct Risk Management

• Develop and refine proactive conduct‑risk management practices.
• Assess customer impacts across system, product, and process changes to ensure risks are well‑managed.
• Undertake targeted reviews to identify, assess, escalate, and resolve conduct‑related risks.
• Monitor and report on customer outcomes using defined conduct‑risk indicators.
• Analyse trends, emerging risks, and control effectiveness, recommending improvements as needed.

Stakeholder Management & Governance

• Partner with Compliance Managers to align activities with regulatory and internal policy requirements.
• Prepare high‑quality documentation and reporting for senior leaders, risk committees, regulators, and external stakeholders.

Nā tāu rourou | What Will You Bring?

• Experience fostering a strong conduct and customer‑outcome‑focused risk culture.
• Strong understanding of financial services regulation (COFI, CCCFA, FSLAA).
• Demonstrated experience in conduct risk management.
• Proficiency in root‑cause analysis, customer impact assessments, and delivering effective solutions.
• Excellent communication and documentation skills, including preparing governance papers.
• Ability to work effectively in cross‑functional teams and manage competing deadlines.
• High attention to detail, strong analytical capability, and a commitment to delivering quality outcomes.

Capabilities

• Grows capability
• Inspires and provides direction
• Applies best‑practice risk management
• Leverages data and technology
• Drives customer‑focused outcomes

Westpac Hei Wāhi Mahi | Working at Westpac

You’ll be part of a supportive, passionate team where your development and well‑being truly matter. We’re committed to creating an environment where people thrive—professionally and personally.

Benefits include:

• 4 weeks annual leave + 5 wellbeing days
• Option to purchase up to 4 weeks of additional leave
• Banking perks, insurance discounts & superannuation
• Career development & internal mobility opportunities
• Recognition programmes for high performers
• School holiday subsidy
• 2 paid volunteer days per year

Ko mātou tēnei | Our Organisation
At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together.

What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant ‘W’ on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!

Tono mai ināianei! | Apply Now!

Apply today with your CV and Cover Letter. 

The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities. 

Mahi tahi tātou, kaha ake tātou | Together Greater

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