Head of Complaints & Service Excellence

SMC Executive; Melbourne; Vor Ort; AUD 120.000 - 170.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Team leadership

Complaints handling

RG 271 knowledge

Stakeholder engagement

Data reporting

Process improvement

Ausbildung

Business/Finance/Law degree

Jobbeschreibung

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.