Dispute Resolution & Compliance Ops Lead

Zip Co; Sydney; Ibrido; AUD 120.000 - 160.000; Tempo pieno

Vantaggi offerti da questo lavoro

25 days paid leave annually

16 weeks parental leave

Wellbeing allowance

Zip product discounts

Free breakfast daily & weekly lunches

Descrizione del lavoro

Zip Co is seeking a Compliance Operations Manager in Sydney to own external disputes, privacy requests, and regulatory alignment. You will influence the EDR framework, coordinate with AFCA and internal teams to deliver fair outcomes, and use data to drive proactive improvements.

This role sits in Risk and Compliance with cross-functional collaboration and a focus on customer fairness. You’ll manage complex cases, report to governance forums, and explore automation and AI-driven enhancements to

Competenze

• Around 6+ years of experience in compliance, legal, dispute resolution or financial services.
• Knowledge of AFCA or similar external dispute resolution frameworks.
• Strong written communication and ability to prepare submissions.
• Ability to manage sensitive disputes with fairness and regulatory alignment.

Mansioni

• Manage external dispute resolution complaints from investigation to resolution, delivering fair, timely outcomes in line with regulatory requirements.
• Prepare clear, balanced submissions to external dispute resolution bodies with evidence and regulatory considerations.
• Coordinate privacy inbox responses ensuring accuracy and timeliness.
• Oversee EDR workflow including case allocation and escalation of complex matters.
• Build relationships with external dispute resolution bodies and internal stakeholders.
• Partner with Customer Service, Credit, Fraud and Product teams to investigate complaints and identify underlying issues.
• Analyse complaint data to identify trends and systemic issues; translate insights into improvements.
• Prepare reporting for risk and governance forums highlighting themes and impacts.
• Contribute to development of Zip's EDR framework and controls across products.
• Support QA and peer reviews to maintain high standards in dispute handling.
• Share knowledge with colleagues and support training in dispute resolution.
• Identify opportunities to improve efficiency through smarter processes and AI tools.

Conoscenze

External disputes

AFCA knowledge

Written communication

Analytical thinking

Regulatory compliance

Stakeholder management

Risk management

AI and tools mindset

Descrizione del lavoro

Zip Co is seeking a Compliance Operations Manager in Sydney to own external disputes, privacy requests, and regulatory alignment. You will influence the EDR framework, coordinate with AFCA and internal teams to deliver fair outcomes, and use data to drive proactive improvements.

This role sits in Risk and Compliance with cross-functional collaboration and a focus on customer fairness. You’ll manage complex cases, report to governance forums, and explore automation and AI-driven enhancements to