Complaints Manager

SMC Executive; Melbourne; On-site; AUD 120,000 - 170,000; Full time

Job summary

SMC Executive partners with a leading Australian financial institution to appoint an experienced Complaints Manager within the Investment Platforms business. Based in Melbourne, you will lead a team, drive customer outcomes and ensure RG 271 compliance across all channels.

You will coach, monitor performance, identify themes, and implement improvements with stakeholders across operations, product, risk and legal to deliver fair, timely and defensible complaint outcomes.

Qualifications

• Minimum 3 years in complaints, dispute resolution or customer operations.
• Working knowledge of RG 271 internal dispute resolution requirements.
• Experience handling complex, sensitive, or escalated complaints.
• Experience coaching and workload prioritisation in a operational environment.
• Understanding of financial services products, risk and compliance obligations.
• Ability to use complaint data to identify themes and drive improvements.
• Desirable: tertiary or industry qualification in business, finance, law or related discipline.

Responsibilities

• Supervise day-to-day workload, priorities, team rhythm and delivery of Complaints Specialists.
• Coach team members through feedback, development and knowledge sharing.
• Oversee complaint progression and RG 271 compliance, including escalation and record keeping.
• Review files and communications to ensure fair, well-evidenced outcomes.
• Identify themes, risks and improvements to processes and templates.
• Engage with operations, product, risk, compliance, legal and leadership to progress outcomes.

Skills

Team leadership

Complaints handling

RG 271 knowledge

Stakeholder engagement

Data reporting

Process improvement

Education

Business/Finance/Law degree

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 Include

• 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 customer operations, 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.

For more information about this opportunity please contact Tim Carmichael at SMC Executive on 0409154322.