Privacy & Dispute Resolution Specialist

Zip Co; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

25 days paid leave annually

16 weeks paid parental leave

4 weeks for supporting carers

Mental health and wellness initiatives

Wellbeing allowance

Employee discounts

Team social events and office perks

Job summary

Zip Co Limited is seeking a Compliance Operations Manager to lead privacy requests across Australia and New Zealand and oversee the External Dispute Resolution process involving AFCA and NZ bodies. You will drive data‑informed improvements, strengthen controls, and partner with multiple teams to enhance customer outcomes.

You will help shape proactive privacy and dispute resolution processes, ensuring timely, accurate responses and robust governance across the Risk and Compliance function.

Qualifications

• Around 6+ years of experience in compliance, privacy, legal, dispute resolution or financial services, with some exposure to external dispute resolution frameworks such as AFCA.

Responsibilities

• Manage privacy requests across Australia and New Zealand, ensuring accurate, timely responses in line with privacy laws and regulatory obligations.
• Manage external dispute resolution complaints from investigation to resolution, delivering fair, timely outcomes.
• Prepare submissions to external dispute resolution bodies with evidence and regulatory considerations.
• Coordinate EDR workflow including case allocation, progress monitoring and escalation of complex matters.
• Collaborate with Customer Service, Credit, Fraud and Product teams to investigate requests and improve outcomes.
• Analyze complaint data to identify trends, risks and opportunities for process improvements.
• Prepare EDR reporting for governance forums, highlighting themes and customer impacts.

Skills

Compliance

Privacy

Dispute resolution

Communication skills

Analytical skills

Stakeholder management

Data analysis

Job description

Zip Co Limited is seeking a Compliance Operations Manager to lead privacy requests across Australia and New Zealand and oversee the External Dispute Resolution process involving AFCA and NZ bodies. You will drive data‑informed improvements, strengthen controls, and partner with multiple teams to enhance customer outcomes.

You will help shape proactive privacy and dispute resolution processes, ensuring timely, accurate responses and robust governance across the Risk and Compliance function.