Privacy & Disputes Lead – EDR & Compliance (Sydney)

Zip; Sydney; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

25 days paid leave annually

16 weeks paid parental leave

Wellbeing allowance ($299)

Zip product discounts

Job summary

Zip is seeking a Privacy & Dispute Resolution Analyst in Sydney to manage Privacy requests across Australia and New Zealand and support AFCA/FSCL processes. You will collaborate with Risk & Compliance, Customer Service, Credit, Fraud and Product teams to resolve complex matters and drive improvements in privacy responses and dispute handling.

The role emphasizes data-driven insights, regulatory adherence and customer-centric solutions within a fast-paced, collaborative environment.

Qualifications

• Around 6+ years of experience in compliance, privacy, legal, dispute resolution or financial services, with exposure to AFCA or similar external dispute resolution frameworks.
• Knowledge of privacy obligations and regulatory requirements, ideally within Australian or New Zealand financial services.
• Strong written and verbal communication skills, with the ability to prepare well-structured responses and submissions.
• Sound judgement and a customer-focused approach to managing sensitive matters, balancing regulatory obligations, fairness and commercial considerations.
• Strong analytical and problem solving capabilities, with the ability to investigate issues, identify trends and contribute to practical improvements.

Responsibilities

• Manage requests received through Zip's Australian and New Zealand Privacy inboxes, ensuring accurate and timely responses in line with applicable privacy legislation.
• Manage a portfolio of external dispute resolution complaints from investigation through to resolution, delivering fair, timely outcomes in line with relevant dispute resolution frameworks.
• Prepare clear, balanced and well-structured submissions to external dispute resolution bodies, bringing together evidence, customer circumstances and regulatory considerations.
• Coordinate the EDR workflow, including case allocation, monitoring progress and supporting the escalation of complex matters.
• Partner with Customer Service, Credit, Fraud and Product teams to investigate requests and complaints, resolve complex issues and improve customer outcomes.
• Analyse complaint data to identify trends, root causes, systemic issues and emerging risks, translating insights into practical recommendations.
• Prepare meaningful EDR reporting for risk and compliance governance forums, highlighting key themes, customer impacts and opportunities for improvement.
• Contribute to improvements across Zip's Privacy response and EDR frameworks, strengthening processes, controls and ways of working.
• Support quality assurance and peer reviews to maintain consistent, high quality responses and dispute handling.

Skills

Compliance experience

Privacy experience

Dispute resolution

AFCA exposure

Job description

Zip is seeking a Privacy & Dispute Resolution Analyst in Sydney to manage Privacy requests across Australia and New Zealand and support AFCA/FSCL processes. You will collaborate with Risk & Compliance, Customer Service, Credit, Fraud and Product teams to resolve complex matters and drive improvements in privacy responses and dispute handling.

The role emphasizes data-driven insights, regulatory adherence and customer-centric solutions within a fast-paced, collaborative environment.