Compliance Operations Manager

zipcolimited; Sydney; On-site; AUD 120,000 - 170,000; Full time

Job summary

Zip is seeking an experienced Compliance Operations Manager to own external disputes and privacy requests in a Sydney-based role. You will work across Risk and Compliance, Customer Service, Credit, Fraud and Product to ensure fair, timely and well-considered outcomes.

You will manage EDR cases with AFCA and other bodies, build stakeholder relationships, and translate insights into practical improvements for a proactive compliance environment.

Qualifications

• Around 6+ years of experience in compliance, legal, dispute resolution or financial services with exposure to external dispute resolution processes.
• Knowledge of AFCA or similar external dispute resolution frameworks and experience engaging external bodies.

Responsibilities

• Manage a portfolio of external dispute resolution complaints from investigation through to resolution, delivering fair, timely outcomes.
• Prepare clear, balanced submissions to external dispute resolution bodies, including evidence and regulatory considerations.
• Handle privacy requests from Zip's inboxes, ensuring accurate and timely responses.
• Coordinate the EDR workflow, including case allocation, escalation of complex matters and progress monitoring.

Skills

AFCA knowledge

Dispute resolution experience

Regulatory compliance

Stakeholder management

Analytical thinking

Written communication

Job description

Help shape fair and meaningful customer outcomes at Zip, taking ownership of complex external disputes and driving improvements that make a real difference.

Bring your experience in financial services, compliance or dispute resolution, with knowledge of AFCA or similar external dispute resolution frameworks.

Permanent, Sydney based individual contributor role, collaborating with teams across Risk and Compliance, Customer Service, Credit, Fraud and Product.

Write your story with a career at Zip

Join Zip's Risk and Compliance team, helping our businesses deliver fair customer outcomes while meeting our regulatory and compliance obligations. We're a collaborative team that brings together risk expertise, sound judgement and a Customer First mindset to help the business navigate complex challenges and continuously improve how we work.

As our Compliance Operations Manager, you'll play an important role in managing external disputes and privacy requests, ensuring customers receive fair, timely and well considered outcomes.

Working with external dispute resolution bodies including the Australian Financial Complaints Authority (AFCA) and you'll manage complex matters, build effective stakeholder relationships and help strengthen Zip's approach to dispute resolution.

Beyond resolving individual cases, you'll use complaint insights to identify emerging risks, improve processes and contribute to a proactive, customer focused compliance environment.

What you'll own

• Manage a portfolio of external dispute resolution complaints from investigation through to resolution, delivering fair, timely outcomes in line with regulatory requirements and relevant dispute resolution frameworks.
• Prepare clear, balanced and well structured submissions to external dispute resolution bodies, bringing together evidence, customer circumstances and regulatory considerations.
• Manage requests received through Zip's Australian and New Zealand privacy inboxes, ensuring responses are accurate, timely and aligned with applicable privacy obligations.
• Coordinate the EDR workflow, including case allocation, escalation of complex matters and monitoring progress to support timely resolution.
• Build effective working relationships with external dispute resolution bodies and internal stakeholders, helping resolve sensitive and complex customer matters.
• Partner with Customer Service, Credit, Fraud and Product teams to investigate complaints, identify underlying issues and improve customer experiences.
• Analyse complaint data to identify trends, systemic issues, emerging risks and control gaps, translating insights into practical recommendations.
• Prepare meaningful reporting for risk and compliance governance forums, highlighting key themes, customer impacts and opportunities for improvement.
• Contribute to the ongoing development of Zip's EDR framework, strengthening processes, controls and ways of working across products.
• Support quality assurance and peer reviews to maintain consistent, high quality dispute handling and regulatory compliance.
• Share your knowledge with colleagues and business stakeholders, supporting training and capability development in dispute resolution and complaints management.
• Identify opportunities to improve efficiency and customer outcomes through smarter processes, automation and the thoughtful use of AI and new tools.

What you'll bring to the team

Zipsters work on a broad range of initiatives, and our skills and experiences all look a little different. What really matters to us is that you're a great fit with our four Values, and have a desire to learn and grow.

So whether you meet some or all of the desirable attributes below, we'd still love to hear from you:

• Around 6+ years of experience in compliance, legal, dispute resolution or financial services, with exposure to external dispute resolution processes and regulatory requirements.
• Knowledge of AFCA or similar external dispute resolution frameworks, with experience engaging external bodies and managing customer complaints.
• Strong written communication skills, with the ability to prepare clear, balanced submissions and explain complex matters in a way that is easy to understand.
• Sound judgement and a customer focused approach to managing sensitive disputes, balancing regulatory obligations, fairness and commercial considerations.
• Strong analytical and problem solving capabilities, with the ability to identify complaint trends, investigate root causes and recommend practical improvements.
• Experience navigating customer service and administrative systems to gather information, review evidence and support thorough investigations.
• Strong organisational skills, with the ability to manage competing priorities, fluctuating caseloads and regulatory deadlines.
• A collaborative approach to working with stakeholders across different business functions, building trust and contributing to shared outcomes.