Manager, Continuous Improvement

IOOF Holdings Limited; Melbourne; On-site; AUD 120,000 - 150,000; Full time

Job summary

Insignia Financial is seeking a Manager, Continuous Improvement to lead practical initiatives across remediation and complaints, embedding customer-centric practices and strengthening regulatory compliance. You will partner with cross-functional teams to design solutions, manage delivery from problem definition to benefits tracking, and ensure changes are adopted in day-to-day operations.

If you have 5+ years in financial services and a proven track record in regulated environments, this

Qualifications

• 5+ years in financial services, superannuation, banking or insurance.
• Remediation or complaints experience in a regulated environment is advantageous.
• Proven track record leading continuous improvement initiatives to implementation and benefits.
• Strong analytical and communication skills for executive reporting.

Responsibilities

• Own end-to-end delivery of prioritised remediation initiatives across the business.
• Apply remediation and complaint expertise to solve operational problems and remove barriers.
• Partner with frontline teams to establish oversight and monitoring of remediation delivery.
• Translate requirements into processes, controls and training aligned with RG277 and RG271.
• Collaborate with Legal, Risk, Technology and Data to agree delivery plans and dependencies.
• Improve remediation tooling, reporting and data quality to strengthen governance.
• Develop and embed policies and operational guidelines for compliant practices.
• Identify capability gaps and partner with Learning to support adoption.
• Define success measures, track milestones and report progress to senior leaders.

Skills

Continuous Improvement

Stakeholder Management

Regulatory Compliance

Problem Solving

Cross-functional Collaboration

Job description

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MELBOURNE, VIC, AU, 3008 SYDNEY, NSW, AU, 2000

Employment Type: Permanent Full Time

At Insignia Financial, we’re focused on delivering better outcomes for our members by continuously improving the way we manage customer resolutions and remediation. We’re looking for a Manager, Continuous Improvement to help drive meaningful change across process, technology, reporting, procedures and training within our Customer Resolutions and Product Remediation functions.

This is a highly visible role where you’ll partner across the business to uplift operational maturity, strengthen regulatory compliance, and embed customer-centric practices that create sustainable improvements.

About the Role

You will lead the delivery of practical initiatives that improve how remediation & complaints are managed across the business. Combining influence and strategic thinking with hands-on execution, you’ll take improvements from identification and prioritisation through to implementation, embedding changes that strengthen remediation quality, timeliness, consistency and customer outcomes.

Working with teams across the organisation, you’ll turn identified issues and regulatory expectations into implemented improvements across processes, procedures, controls, technology, reporting and capability. Success means changes are adopted in day-to-day operations and deliver measurable, sustainable benefits—not simply recommendations or plans.

What You’ll Be Doing

• Own the end-to-end delivery of prioritised initiatives that improve remediation across the business, from defining the problem and designing solutions through to implementation and benefits tracking
• Apply remediation & complaint expertise to solve operational problems, remove delivery barriers and implement practical improvements, while supporting complaints-related initiatives where required
• Partner with frontline teams to establish oversight and monitoring that support effective remediation delivery
• Translate remediation and complaints requirements, including RG277 and RG271, into implemented processes, procedures, controls and training
• Work with Product Remediation, business remediation teams, frontline teams Customer Resolutions, Frontline Teams, Legal, Risk, Compliance, Technology and Data to agree delivery plans, resolve dependencies and implement sustainable change
• Deliver improvements to remediation & complaint technology, reporting and data quality that strengthen oversight and operational effectiveness, alongside targeted improvements to complaints capability
• Develop, implement and embed policies, frameworks, procedures and operational guidelines that support consistent, compliant remediation & complaint practices across the business
• Embed new ways of working by identifying capability gaps, developing practical guidance and training materials, and partnering with Learning teams to support adoption
• Define success measures, track delivery milestones and benefits realisation, and report progress, risks and outcomes to senior leaders and governance forums
• Lead stakeholder engagement, impact assessments, communications and adoption activities so improvements are implemented effectively and sustained in day-to-day operations
• Use remediation insights, complaint trends and root-cause analysis to prioritise and deliver improvements that address recurring issues and reduce inefficiencies

What We’re Looking For

• 5+ years’ experience within financial services, superannuation, banking, or insurance
• Demonstrated experience in remediation or complaints within a regulated environment, with, risk or governance experience also valuable
• Proven track record personally leading continuous improvement or transformation initiatives through to implementation, adoption and measurable benefits in complex organisations
• Strong understanding of remediation obligations and frameworks, with working knowledge of complaints handling requirements
• Hands-on experience designing and implementing improvements to processes, procedures, controls, reporting and/or technology within regulated environments
• Strong stakeholder management skills, with the ability to influence senior leaders, coordinate cross-functional delivery and resolve barriers to implementation
• Strong analytical and problem-solving capability, with experience translating root-cause analysis and operational insights into practical solutions and delivered outcomes
• Excellent written and verbal communication skills, including preparing executive-level papers and reporting
• A proactive, hands-on delivery mindset, with accountability for completing initiatives, embedding change and improving customer outcomes

Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment.

Please note that applications from agencies will not be considered at this time.

We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.