Clint Masters

Experienced program and project officer with 15+ years coordinating complex delivery across regulated, multi-stakeholder environments. Proven capability in planning and tracking workstreams, maintaining governance frameworks, preparing reporting and briefing materials for senior stakeholders, engaging and influencing across organisational boundaries, and driving continuous improvement. Known for structured thinking, high attention to detail, and the ability to translate complex requirements into practical operational outcomes.

Most recently responsible for program coordination and governance within ANZ's ASIC breach reporting function — a newly established, regulator-facing program where strong delivery discipline and stakeholder coordination were essential from day one. Prior to that, led operational performance and improvement across a large contact centre, embedding structured reporting and change governance frameworks that delivered measurable outcomes.

Business and Governance Manager — ASIC Breach Reporting at Australia and New Zealand Banking Group (ANZ) (2021-06 – 2025-12)

Coordination and governance lead within a newly established, regulator-facing compliance program. Responsible for maintaining delivery momentum across multiple workstreams, supporting senior leadership with reporting and briefing materials, and coordinating implementation of change across a complex multi-stakeholder environment.

• Maintained a live RAID log and milestone tracker across 6+ concurrent workstreams, providing senior stakeholders with clear and timely visibility of delivery status, risks and decisions
• Prepared and coordinated steering committee packs, briefing papers and status reports for executive and regulatory audiences
• Established and facilitated a fortnightly Initiative and Change Governance Forum — agenda, papers, approvals, action tracking and stakeholder communication end-to-end
• Built and maintained a SharePoint-based governance register with document ownership, version control and review cadences — maintained to audit-ready standard at all times
• Coordinated implementation of regulatory and operational change across business, compliance, legal and technology teams — translating requirements into delivery tasks and tracking completion
• Coached stakeholders across the enterprise on governance standards, delegated authority and forum requirements
• Reduced monthly governance reporting from five days to two days by renegotiating scope and introducing self-service data access
• Independently resolved a ~$1M program budget shortfall through supplier negotiation, protecting five roles at risk
• Recruited and onboarded 70+ FTE within two months, achieving 80%+ four-year retention

Business Performance Manager — Contact Centre at Australia and New Zealand Banking Group (ANZ) (2017-11 – 2021-06)

Senior operational improvement role responsible for performance reporting, change delivery and continuous improvement across a 600+ FTE contact centre. Led a team of coordinators and analysts with full performance management accountability.

• Led COVID-19 WFH transition for 600+ staff with no service disruption — cited as ANZ-wide best practice by executive leadership
• Designed and managed a Voice of Customer improvement platform tracking approximately 200 operational improvements annually from submission through to delivery
• Delivered 11.3 FTE capacity uplift through softphone auto re-queue initiative — identified, business-cased, implemented and validated at zero additional cost
• Produced regular performance reporting and operational briefings for senior leadership, translating data into clear and actionable insights
• Engaged stakeholders across operations, technology and leadership to progress improvement initiatives, regularly influencing without direct authority

CDD Specialist Manager — KYC & Tax Compliance at Australia and New Zealand Banking Group (ANZ) (2016-10 – 2017-10)

Led specialist compliance team across KYC, FATCA and CRS obligations in a tightly regulated environment. Coordinated regulatory change implementation including impact assessments, communications and training rollout.

Business Enablement Analyst at Australia and New Zealand Banking Group (ANZ) (2015-03 – 2016-10)

Identified and implemented process improvements across multiple business units, producing reports and documentation to support leadership decision-making.

Senior External Disputes Consultant at Australia and New Zealand Banking Group (ANZ) (2013-07 – 2015-03)

Managed complex disputes escalated to the Financial Ombudsman Service, preparing detailed case positions and formal written submissions.

Senior Complex Complaints Consultant at Australia and New Zealand Banking Group (ANZ) (2011-06 – 2013-07)

Resolved high-complexity customer complaints requiring investigation, root cause analysis and multi-stakeholder coordination.

Senior Case Manager — Workers Compensation at Allianz Australia (2008-01 – 2010-12)

Managed complex workers compensation claims — coordinating across medical, legal and operational stakeholders to support recovery and return-to-work outcomes. Assessed liability and made benefit decisions in line with government legislation.

Leading Seaman — Combat Systems Operator at Royal Australian Navy (2001-01 – 2007-12)

Six years of service developing disciplined operations, structured documentation and coordination capabilities under pressure.

Certificate IV in Customer Contact

Certificate IV in Financial Services

Certificate III in Government

Certificate III in Office Administration