Complaints Manager

AMP; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

AMP is seeking a capable Complaints Specialist Supervisor to oversee a team delivering day-to-day complaint handling. You’ll drive performance, ensure compliance with RG 271, and coach staff to improve customer outcomes with empathy and accuracy.

You will collaborate with operations, risk and product teams to manage complex matters, address risks, and support fair resolutions while maintaining regulatory timelines and quality standards.

Qualifications

• Minimum 3 years working in complaints, dispute resolution, case management or financial services with exposure to service standards and regulatory timeframes.
• Experience with RG 271 internal dispute resolution requirements including capture, acknowledgement, timeframes and escalation.
• Experience handling complex or sensitive complaints and contributing to fair, timely outcomes.
• Experience supporting team performance, workload prioritisation or capability uplift in a case management environment.

Responsibilities

• Supervise day-to-day workload and delivery of Complaints Specialists, ensuring targets, service standards and regulatory timeframes are met.
• Coach team members through feedback and development to improve complaint handling quality and customer communication.
• Oversee complaint progression and ensure compliant capture, acknowledgements, timeframes, and escalation.
• Review files and communications to support fair, well-evidenced outcomes, including for customers in hardship or vulnerability.
• Identify themes and risks from complaints and support process improvements and governance updates.
• Utilise complaint data and management information to monitor performance and drive improvements.

Skills

Complaints handling

Team supervision

Regulatory knowledge RG 271

Stakeholder engagement

Coaching

Education

Bachelor-level qualification in business, finance, law or related discipline

Job description

If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking.

For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help peoplesee and make more of their financial potential,so that they can create their tomorrow. And we’ve been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

How you’ll make an impact

This role creates impact by supervising the day-to-day delivery, performance and capability of a team of Complaints Specialists. The role is accountable for achieving operational targets, service standards and regulatory timeframes within the complaints function, while supporting fair customer outcomes, effective workload management, quality complaint handling and consistent application of RG 271 requirements.

In this role, you will:

• Team supervision and operating rhythm: Supervise the day-to-day workload, priorities, team rhythm and delivery of Complaints Specialists, supporting achievement of operational targets, service standards and regulatory timeframes.
• Coaching and capability: Coach team members through feedback, calibration, knowledge sharing and targeted development to improve complaint handling quality, customer communication and confidence in managing varied matters.
• Complaint progression and RG 271 compliance: Oversee complaint progression within role scope, including complex or sensitive matters where appropriate, and reinforce compliant capture, acknowledgement, timeframes, written responses, delay notices, record keeping and escalation
• Quality and customer outcomes: Review complaint files, outcomes and communications to support accurate, fair, well-evidenced and empathetic outcomes, including appropriate support for customers experiencing vulnerability, hardship or additional needs.
• Risk, themes and improvement: Identify complaint themes, quality issues, risks and potential systemic issues,
  escalate through agreed channels, and support practical improvements to processes, controls, templates and ways of working.
• Insights and reporting: Use complaint data, quality results and management information to monitor team performance, identify priorities, support governance updates and contribute to informed business improvement.
• Stakeholder engagement: Work with operations, product, risk, compliance, legal and leadership stakeholders to gather information, resolve barriers and progress timely, fair and defensible complaint outcomes, escalating where ownership, delay or quality concerns may affect outcomes

What you will bring to the team

Ideally, you will bring the following experiences to this role:

• Minimum 3 working in complaints, dispute resolution, case management, customer operations or financial services, with exposure to service standards, workload management and regulatory timeframes.
• Working knowledge of RG 271 internal dispute resolution requirements, including complaint capture,
  acknowledgement, timeframes, written responses, delay notices, record keeping and escalation obligations.
• Experience handling or supporting complex, sensitive or escalated complaints, with the ability to contribute
  to fair, timely, well-reasoned and defensible outcomes.
• Experience supporting team performance, coaching, workload prioritisation or capability uplift in an operational or case management environment.
• Understanding of financial services products, operational processes, risk and compliance obligations relevant to complaint handling.
• Ability to use complaint data, quality results or management information to identify themes, support
  performance conversations and contribute to process improvement.
• Relevant tertiary or industry qualification in business, finance, law or a related discipline is desirable, or
  equivalent industry experience

You’ll thrive here if…

If you can adapt from BAU to the ambiguous with ease, you’ll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you’ll be expected to jump in and deliver across a variety of areas. Meaning, you’ll be closer to the action and executive decisions that influence where we go next.

If you’re someone that can hold their own, you’ll find AMP quite liberating.

Why we think you’ll love working at AMP

Doing what we’ve always done is not an option, so your clever ideas will get airtime here. You’ll be encouraged to speak up and try new things. If they don’t work, we move on – better for it.

We know there’s no one way of doing things. So, you won’t have to sacrifice who you are or how you work to fit in here. We’re inclusive and flexible in many of the ways you’d expect. And in some of the ways you wouldn’t. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you’ll find moments to connect, feel valued and do meaningful work.

Whether it’s through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.

We believe in the power of inclusion and diversity

We’re dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers.

We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process.

We're alsocommitted to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website.

Ready to create your tomorrow?

If you’re someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.

Don’t procrastinate! We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.

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