Complaints Manager

SMC Executive; City of Melbourne; On-site; AUD 110,000 - 150,000; Full time

Job summary

SMC Executive in Melbourne invites applications for an experienced Complaints Manager within our Investment Platforms division. You will lead a team, ensure compliant handling of complaints, and drive improvements across channels to deliver exceptional service and defensible outcomes.

Reporting to the Senior Manager Complaints, you will oversee progression, coaching, and governance for RG 271 compliance while collaborating with operations, product, risk and legal to resolve barriers promptly.

Qualifications

• Minimum 3 years in complaints, dispute resolution or case management.
• Working knowledge of RG 271 internal dispute resolution requirements.
• Experience handling complex or escalated complaints with fair outcomes.

Responsibilities

• Supervise day-to-day workload, team rhythm, and delivery of Complaints Specialists.
• Coach team members through feedback, development, and knowledge sharing.
• Oversee complaint progression, capture, timeframes, and escalation.
• Review files and communications to ensure fair, well-evidenced outcomes.
• Identify themes, risks and drive process improvements; report on results.
• Engage with operations, product, risk, risk, legal and leadership to resolve barriers.

Skills

Leadership

Team supervision

Complaint handling

RG 271 knowledge

Stakeholder engagement

Job description

We are partnering with this leading Australian financial institution to assist them in securing an experienced Complaints Manager within their growing Investment Platforms business.

Reporting to the Senior Manager Complaints, this is a key leadership role that will help deliver exceptional service experience consistently across all contact channels and continually seek to implement improvements as required.

Key responsibilities

• 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, elevate 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 matters if and when appropriate.

Candidate Experience

• Minimum 3 working in complaints, dispute resolution, case management or …
• 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.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?