Lead Continuous Improvement - Remediation & Customer Outcomes

Insignia Financial; Melbourne; On-site; AUD 150,000 - 210,000; Full time

Job summary

Insignia Financial is seeking a Manager, Continuous Improvement to drive practical, measurable changes across remediation, complaints handling and related processes. You will work with Product Remediation, Legal, Risk, Compliance, Technology and Data teams to deliver tangible improvements in quality, timeliness, and customer outcomes.

You will lead cross‑functional projects, embed new ways of working and ensure changes are adopted in day‑to‑day operations, with accountability for delivering

Qualifications

• 5+ years’ experience in financial services or a regulated environment.
• Proven ability to lead continuous improvement or transformation initiatives to implementation and measurable benefits.
• Strong understanding of remediation/complaint frameworks and governance.

Responsibilities

• Own end-to-end delivery of prioritised remediation improvement initiatives from problem definition to benefits tracking.
• Apply remediation and complaints expertise to solve operational problems and remove delivery barriers.
• Partner with frontline and cross-functional teams to establish oversight and monitoring for remediation delivery.
• Translate requirements and regulatory expectations into processes, controls and training.
• Define success measures, track milestones and report progress to senior leaders.

Skills

Continuous improvement

Stakeholder management

Analytical thinking

Problem solving

Executive communication

Delivery mindset

Education

Tertiary qualification(s)

Job description

Insignia Financial is seeking a Manager, Continuous Improvement to drive practical, measurable changes across remediation, complaints handling and related processes. You will work with Product Remediation, Legal, Risk, Compliance, Technology and Data teams to deliver tangible improvements in quality, timeliness, and customer outcomes.

You will lead cross‑functional projects, embed new ways of working and ensure changes are adopted in day‑to‑day operations, with accountability for delivering