Dispute Resolution & Compliance Operations Manager

ZipMoney; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

25 days paid leave annually

16 weeks parental leave

Family support policies

Mental health & wellbeing support

Volunteer leave

Zip product discounts

Office social events

Job summary

Zip is seeking a Compliance Operations Manager in Sydney to lead external dispute resolution efforts and privacy requests. You will work within Risk and Compliance, collaborating across Customer Service, Credit, Fraud and Product to resolve complex matters while meeting regulatory obligations.

You’ll drive improvements using complaint insights, strengthen Zip's EDR framework, and partner with AFCA and other bodies to deliver fair, timely outcomes for customers.

Qualifications

• 6+ years in compliance, legal, dispute resolution or financial services.
• Knowledge of AFCA or similar external dispute resolution frameworks.
• Strong written communication, ability to explain complex matters clearly.
• Customer-focused approach to managing sensitive disputes with regulatory balance.
• Experience navigating regulatory requirements and risk management.

Responsibilities

• Manage external dispute resolution complaints from investigation to resolution, delivering fair, timely outcomes in line with regulatory requirements.
• Prepare submissions to external dispute resolution bodies with evidence and regulatory considerations.
• Coordinate privacy inboxes and ensure timely, accurate responses.
• Oversee EDR workflow, case allocation, escalation of complex matters, and progress monitoring.
• Build relationships with external bodies and internal stakeholders to resolve sensitive customer matters.
• Collaborate with Customer Service, Credit, Fraud and Product teams to investigate complaints and improve experiences.
• Analyze complaint data to identify trends and risks, translating insights into improvements.
• Prepare reports for risk and compliance governance forums highlighting themes and impacts.

Skills

External disputes

AFCA knowledge

Compliance experience

Analytical skills

Written communication

Risk management

Cross-functional

AI mindset

Job description

Zip is seeking a Compliance Operations Manager in Sydney to lead external dispute resolution efforts and privacy requests. You will work within Risk and Compliance, collaborating across Customer Service, Credit, Fraud and Product to resolve complex matters while meeting regulatory obligations.

You’ll drive improvements using complaint insights, strengthen Zip's EDR framework, and partner with AFCA and other bodies to deliver fair, timely outcomes for customers.