Manager, Internal Dispute Resolution

Bendigobank; City of Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Flexible work options

Job summary

Bendigo Bank is seeking a highly experienced Manager, Internal Dispute Resolution (IDR) to lead one of two IDR teams in a role based in Melbourne. You will oversee the complaints management function, drive continuous improvement, and act as a key escalation point for complex issues.

Responsibilities include strategic leadership, regulatory compliance with RG 271 and the BCoP, and collaboration with Customer Relations to enhance customer outcomes. Flexible hybrid work options apply.

Qualifications

• Extensive leadership experience in complaints or dispute resolution.
• Strong understanding of Australian financial regulations including RG 271.
• Proven ability to manage complex escalations and cross-functional metrics.

Responsibilities

• Lead the IDR team and drive continuous improvement in complaints handling.
• Oversee end-to-end resolution of complex complaints and minimise AFCA escalations.
• Ensure regulatory compliance with RG 271, BCoP, and internal risk controls.
• Partner with internal and external stakeholders to resolve issues promptly.

Skills

Leadership

Regulatory knowledge

Analytical thinking

Stakeholder management

Dispute resolution

Education

Bachelor’s degree in a relevant field

Tools

AFCA methodologies

Job description

It starts here. With Bendigo Bank... and you.

We are seeking a highly experienced and commercially astute Manager, Internal Dispute Resolution (IDR) to lead one of two IDR teams. In this critical leadership role, you will oversee the operational delivery of our complaints management function, ensuring consistent, high-quality outcomes that align with our organisational values and customer experience objectives.

Serving as a key escalation point, you will foster a culture of continuous improvement, rigorous compliance, and operational excellence. You will partner closely with other members of Customer Relations alongside broader organisational stakeholders, to address key customer pain points.

Key Responsibilities

• Strategic Leadership & Team Development: Drive strategic initiatives and lead the IDR team through organisational change. Provide mentorship, coaching, and direction to generate a high-performance culture and ensure operational efficiency.
• Operational Delivery & Escalation Management: Oversee the end-to-end resolution of complex complaints, acting as the primary escalation point. Apply commercial acumen and sound judgment to mitigate the risk of Australian Financial Complaints Authority (AFCA) escalations.
• Regulatory Compliance & Risk Management: Ensure strict adherence to ASIC Regulatory Guide 271 (RG 271), the Banking Code of Practice (BCoP), and internal risk management frameworks. Implement Quality Assurance (QA) program outcomes to maintain exacting standards
• Stakeholder Engagement: Cultivate robust, collaborative relationships with internal and external partners to facilitate timely and effective complaint resolution.

Knowledge, Skills, and Experience

• Industry Expertise: Extensive background in the financial services sector, with advanced knowledge of Australian financial regulations, specifically ASIC RG 271, consumer protection laws, and AFCA methodologies.
• Leadership Capability: Proven senior leadership experience overseeing a complaints or dispute resolution team, with a demonstrated ability to manage cross-functional metrics and drive change management initiatives.
• Analytical & Commercial Acumen: Exceptional problem-solving skills with a keen eye for detail. Ability to interpret complex legal and financial frameworks and apply them practically to resolve customer issues.Communication Excellence: Highly developed written and verbal communication skills, including the ability to translate complex concepts into plain English and review team communications for accuracy and appropriateness.
• Customer Advocacy: Demonstrated experience in identifying and supporting vulnerable customers, with an unwavering commitment to improving customer outcomes.

Why Join Us?

This role offers the opportunity to exert a significant impact on our customer experience strategy and operational framework. We provide a collaborative, forward-thinking environment where your expertise in dispute resolution and continuous improvement will directly shape the future of our service delivery.

We offer flexible work options that put our people first, working in ahybrid modelwith a minimum local Head Office attendance requirementdeterminedby your Leader, to find a rhythm that works best for you and your team. We believe that coming into the office some of the time is the best way to learn, stay connected and collaborate effectively, especially for key activities like team days, 1:1s, and town halls.

This role is a Full time, permanent opportunity based in Melbourne, Bendigo, Sydney or Adelaide.

Please note, all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.

So, why work for us?

With over 2.9 million customers, we are one of Australia's largest retail banks with a vision our purpose - 'to feed into the prosperity of our customers and communities, not off it'. In fact, over $366 million have been put back into communities nationwide. We developed Up, Australia's first fully digital bank, which has grown to over one million customers in just six years. We are regularly voted one of Australia's most trusted brands and this isn't something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at!

We are committed to responding to all candidates, regardless of the outcome of your application.