Senior Manager Complaints

Sydney - Australia

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

Lead the end-to-end complaints management function across Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) ensuring compliance with RG 271 AFCA rules and internal SLAs.
Oversee day-to-day Complaints Team operations including intake triage investigation written responses conciliations and remediation.
Act as senior owner for AFCA matters ensuring high-quality submissions and timely implementation of determinations and agreed outcomes.
Own and maintain the Customer Complaints Handling Policy SOPs controls and templates ensuring they remain compliant and consistently applied.
Identify and escalate potential systemic issues partnering with the business to manage corrective actions and remediation.
Oversee the complaints system of record ensuring accurate case management data integrity and effective reporting (including regulatory and governance reporting).
Provide subject matter expertise for regulatory enquiries audits and lender reviews relating to complaints and IDR.
Lead coach and develop the Complaints Team driving quality capability and a strong risk and compliance culture.

Qualifications :

Extensive experience in complaints management dispute resolution or similar preferably within financial services.
Demonstrated leadership experience leading a complaints or dispute resolution team in a regulated environment.
Deep working knowledge of:
- ASIC Regulatory Guide 271 Internal Dispute Resolution
- AFCA complaint handling processes and fairness expectations
- Relevant consumer credit and financial services obligations (e.g. NCCP National Credit Code privacy general ASIC conduct expectations).
Strong skills in complaints analytics and reporting.
Ability to manage complex/sensitive complaints including vulnerable customers and high impact AFCA matters with sound judgement and clear written reasoning.
Demonstrated ability to influence and partner with senior stakeholder and represent the function in regulatory and governance forums.
Experience working with or within AFCA or a comparable EDR scheme.
Experience in designing and implementing complaints dashboards or data environments.

Additional Information :

Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise innovative technology and a customer-first approach our teams work seamlessly to simplify the property journey helping Australians find buy and own property with confidence.

We support our people in a variety of ways but a few of the benefits that our people rave about include:

A vibrant relaxed yet professional culture.
Hybrid working arrangement designed to support work-life balance while fostering meaningful connection and collaboration.
A holistic wellbeing programs offering 24/7 support including medical mental health and financial wellbeing services to enable our workforce to thrive at home and work.
generous paid Parental Leave: we celebrate our growing Lendi Group family with 18-26 weeks leave for primary carers and up to 4 weeks for secondary carers.
An additional weeks Loyalty Leave each year after reaching 3 years service.
Wellness initiatives with a strong focus on psychological safety.

Were committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation stronger collaboration and a more engaging workplace.

Our culture is guided by our 3 core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. Our values are part of our core DNA that helps Lendi Group attract engage and evolve talent and build best-in-class products.

Feeling like you dont meet all the skills listed Thats ok; we are always on the lookout for different skills experience and qualities and so wed still like to hear from you.

Remote Work :

Employment Type :

Full-time

Lead the end-to-end complaints management function across Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) ensuring compliance with RG 271 AFCA rules and internal SLAs.Oversee day-to-day Complaints Team operations including intake triage investigation written responses concili...

Lead the end-to-end complaints management function across Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) ensuring compliance with RG 271 AFCA rules and internal SLAs.
Oversee day-to-day Complaints Team operations including intake triage investigation written responses conciliations and remediation.
Act as senior owner for AFCA matters ensuring high-quality submissions and timely implementation of determinations and agreed outcomes.
Own and maintain the Customer Complaints Handling Policy SOPs controls and templates ensuring they remain compliant and consistently applied.
Identify and escalate potential systemic issues partnering with the business to manage corrective actions and remediation.
Oversee the complaints system of record ensuring accurate case management data integrity and effective reporting (including regulatory and governance reporting).
Provide subject matter expertise for regulatory enquiries audits and lender reviews relating to complaints and IDR.
Lead coach and develop the Complaints Team driving quality capability and a strong risk and compliance culture.

Qualifications :

Extensive experience in complaints management dispute resolution or similar preferably within financial services.
Demonstrated leadership experience leading a complaints or dispute resolution team in a regulated environment.
Deep working knowledge of:
- ASIC Regulatory Guide 271 Internal Dispute Resolution
- AFCA complaint handling processes and fairness expectations
- Relevant consumer credit and financial services obligations (e.g. NCCP National Credit Code privacy general ASIC conduct expectations).
Strong skills in complaints analytics and reporting.
Ability to manage complex/sensitive complaints including vulnerable customers and high impact AFCA matters with sound judgement and clear written reasoning.
Demonstrated ability to influence and partner with senior stakeholder and represent the function in regulatory and governance forums.
Experience working with or within AFCA or a comparable EDR scheme.
Experience in designing and implementing complaints dashboards or data environments.

Additional Information :

We support our people in a variety of ways but a few of the benefits that our people rave about include:

A vibrant relaxed yet professional culture.
Hybrid working arrangement designed to support work-life balance while fostering meaningful connection and collaboration.
A holistic wellbeing programs offering 24/7 support including medical mental health and financial wellbeing services to enable our workforce to thrive at home and work.
generous paid Parental Leave: we celebrate our growing Lendi Group family with 18-26 weeks leave for primary carers and up to 4 weeks for secondary carers.
An additional weeks Loyalty Leave each year after reaching 3 years service.
Wellness initiatives with a strong focus on psychological safety.

Feeling like you dont meet all the skills listed Thats ok; we are always on the lookout for different skills experience and qualities and so wed still like to hear from you.

Remote Work :

Employment Type :

Full-time

Key Skills

Program Management
FDA Regulations
Management Experience
Facilities Management
Clinical Development
Data Management
Quality Systems
Project Management
Research & Development
GLP
Budgeting
Leadership Experience

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About Company

Lendi Group

We are one of Australias fastest growing fintechs, building market leading technology to transform the home loan industry through our powerhouse property lending brands and networks - Aussie and Lendi. Lendi Group exists to transform the stressful, disjointed and sometimes overwhelm ... View more

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