Senior Manager - Customer Care and Governance
Core
Leading the Customer Care & Governance team to uphold service quality, manage complaints (IDR/EDR), and ensure regulatory compliance in Wealth and Margin Lending.
Role type
Senior Manager, Customer Care & Governance
Builds
Customer service quality assurance programs, dispute resolution outcomes, and compliant frontline experiences.
Domain
Financial Services / Wealth Management / Margin Lending
Required skills
People leadership, complaints management, quality assurance, regulatory compliance, risk monitoring, stakeholder influence, strategic problem solving
Preferred skills
RG146 (Tier 1) accreditation, tertiary qualifications in Business/Commerce/Finance
Technologies
None stated
Responsibilities
Coaching and mentoring the Customer Care & Governance team, managing QA monitoring programs, handling complex IDR/EDR disputes, analyzing customer feedback trends, monitoring risk policies and breach events
Seniority
Senior, hands-on IC with team leadership