National Manager, Customer Advocacy

AAF01 Angle Auto Finance; Australia; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Birthday leave

Health and wellbeing leave

Volunteering day

$500 ergonomic equipment reimbursement

Recruitment referral program

Employee rate program

Paid parental leave

SPARK benefits

Purchased annual leave

Diversity flex leave

Job summary

Angle Auto Finance in Australia seeks a National Manager – Customer Advocacy to drive end-to-end financial assistance and resolutions, leading AAF and BPO teams to deliver fair, timely and compliant outcomes for vulnerable customers. You will own complaints frameworks, governance, and stakeholder engagement across regulators and external bodies.

The role requires deep experience in complaints, hardship, and regulated financial services, with proven multi-site or offshore leadership and strong

Qualifications

• Demonstrated depth in complaints/dispute resolution and financial hardship.
• Experience supporting vulnerable customers, including sensitive cases.
• Experience in regulated financial services with strong risk, compliance and governance.
• Track record of operational improvement and backlog management across sites.

Responsibilities

• Own complaints, dispute-resolution and financial-assistance frameworks.
• Lead teams across AAF and BPO to meet required timeframes.
• Oversee governance, controls and operational performance.
• Manage AFCA matters and relationships with financial counsellors and consumer bodies.
• Drive transformation with Digital Operations leading delivery and sustained benefits.
• Provide evidence-based reporting to executives, board, risk and compliance forums.

Skills

Customer Advocacy Leadership

Governance, Risk & Compliance

Insights & Continuous Improvement

Stakeholder Influence

Multi-site / Offshore Leadership

Job description

Purpose;

The National Manager – Customer Advocacy is accountable for the end-to-end performance of Financial Assistance and Resolutions, ensuring customers experiencing financial difficulty, vulnerability or dissatisfaction receive fair, consistent, timely and compliant outcomes. The role leads AAF and our Business Process Outsourcing (BPO). It is accountable for complaints and hardship governance, identifying systemic customer issues and using Voice of Customer insights to improve products, processes and customer outcomes.

Key Deliverables;

Lead Financial Assistance, Resolutions and specialist customer-support teams across AAF and BPO. Own complaints, dispute-resolution and financial-assistance frameworks, controls and operational performance. Ensure matters are identified, recorded, triaged, investigated, decided and resolved within required timeframes. Maintain strong support practices for vulnerable customers, including family violence, financial abuse, mental-health challenges and bereavement. Use complaints, hardship and QA data to identify emerging risks, systemic issues and potential customer harm. Provide evidence-based reporting to executive, board, risk and compliance forums. Oversee backlogs, ageing, quality, productivity, cost and sustainable customer outcomes. Manage AFCA matters and relationships with financial counsellors, consumer organisations and other external stakeholders. Govern BPO/offshore service delivery, capability, training, controls and customer outcomes. Act as the business owner for transformation—setting requirements, accepting solutions and sustaining benefits—while Digital Operations leads major delivery.

Key Capabilities;

Customer Advocacy Leadership Lead teams delivering fair, consistent and compliant outcomes for customers experiencing hardship, vulnerability or dissatisfaction. Create a culture of accountability, empathy, quality and continuous improvement across AAF and BPO operations Governance, Risk & Compliance Own complaints, dispute-resolution and financial-assistance governance, controls and performance frameworks. Ensure customer matters are managed within required timeframes and regulatory obligations Insights & Continuous Improvement Use complaints, hardship, QA and Voice of Customer data to identify systemic issues, emerging risks and customer harm. Translate insights into product, process and customer-outcome improvements. Stakeholder Influence Provide clear, evidence-based reporting to executive, board, risk and compliance forums. Build trusted relationships with AFCA, financial counsellors, consumer organisations and other external stakeholders.

Critical Experience;

Demonstrated depth in both complaints/dispute resolution and financial hardship, not “either/or”. Experience supporting vulnerable customers, including family violence, financial abuse, mental-health challenges and bereavement. Experience in regulated financial services environments with strong risk, compliance and governance capability. Proven multi-site and/or offshore leadership experience, including service delivery governance and capability uplift. Strong executive, board, risk and compliance reporting capability. Track record of operational improvement, backlog management, quality uplift and sustainable customer outcomes.

Qualifications & Experience;

Demonstrated depth in both complaints/dispute resolution and financial hardship, not “either/or”. Experience supporting vulnerable customers, including family violence, financial abuse, mental-health challenges and bereavement. Experience in regulated financial services environments with strong risk, compliance and governance capability. Proven multi-site and/or offshore leadership experience, including service delivery governance and capability uplift. Strong executive, board, risk and compliance reporting capability. Track record of operational improvement, backlog management, quality uplift and sustainable customer outcomes.

Employee Benefits

We have a long list of benefits to suit your needs. On the clock, and off it. Here are a few favourites.

• Birthday leave: Enjoy a day off on your birthday, because you deserve it.
• Health and wellbeing leave: Take some well-deserved ‘me’ time, because your health comes first.
• Volunteering day: Make an impact with a day dedicated to giving back to the causes you care about.
• $500 ergonomic equipment reimbursement: Invest in comfort and productivity with support tailored to your work setup.
• Recruitment referral program: We want to find and hire the best talent in the market, and we want to reward you with a payment of up to $5,000 for helping us identify and personally endorse high-calibre candidates you believe would be a great fit to come and work for us.
• Employee rate program: When you’re part of the Angle Auto Finance team, you’ll gain access to our best auto finance rates with your next car purchase—just another way we’ve got your back.
• Paid parental leave: Be there for life’s most important moments with time to support your growing family.
• SPARK: The employee benefits program that gives you everything from discounts to wellbeing support.
• Purchased annual leave: Gain extra flexibility by purchasing additional leave.
• Diversity flex leave: Our people have the flexibility to observe culturally significant days by choosing an alternate day that better aligns with their cultural values.

Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce. It is our commitment to ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.

Angle Auto Finance is an Australian-based non-bank lender, delivering automotive finance from a different angle – offering choice and flexibility, to enable Australians to realise their dreams.

Our culture pillars represent our true strength and the things we can continue to build to get better. They describe what is unique and central to Angle Auto. The things we can’t afford to lose, our true strengths that we must continue to build on. There are no passengers here. Just a group of like-minded people working together to make a positive impact. We take pride in our work and doing things the right way. The road might not always be smooth, but doing your best work in an environment that supports your drive is truly rewarding. Our industry doesn’t stand still. And neither do we. With one eye firmly on the future, we’re igniting new ideas and ways of working that drive us all forward.