Senior Quality & Compliance Lead, Complaints

AMP; Melbourne; On-site; AUD 70,000 - 110,000; Full time

Job summary

AMP in Melbourne seeks a quality-focused professional to ensure complaint handling is accurate, fair and compliant with RG271. You will design QA frameworks, review complaint outcomes, and drive improvements with stakeholders across Compliance, Legal and Operations.

With 2+ years in complaints or related roles, you will analyze data, provide coaching, and implement governance to raise service standards and customer outcomes.

Qualifications

• 2+ years experience in complaints, dispute resolution, or related operational roles in financial services.
• Knowledge of RG271 internal dispute resolution requirements and application to complaint handling.
• Experience using quality frameworks, standards, calibration, or governance routines.
• Ability to turn quality findings and data into practical improvement actions.
• Clear feedback, coaching or guidance to uplift quality outcomes.

Responsibilities

• Design, implement and improve complaint quality assurance frameworks and governance routines.
• Review complaint activity, responses and outcomes to support quality and compliance.
• Support RG271 compliance across complaint handling including timeframes and record keeping.
• Monitor service standards and identify opportunities to improve customer outcomes.
• Use performance data to identify trends and practical improvement actions.
• Provide guidance to teams to uplift capability in quality outcomes.

Skills

Complaints handling

Quality assurance

RG271 compliance

Data analysis

Stakeholder engagement

Job description

AMP in Melbourne seeks a quality-focused professional to ensure complaint handling is accurate, fair and compliant with RG271. You will design QA frameworks, review complaint outcomes, and drive improvements with stakeholders across Compliance, Legal and Operations.

With 2+ years in complaints or related roles, you will analyze data, provide coaching, and implement governance to raise service standards and customer outcomes.