Manager, Internal Dispute Resolution
Core
Lead the operational delivery of a complaints management function and oversee the end-to-end resolution of complex customer disputes within a retail bank.
Role type
Manager, Internal Dispute Resolution
Builds
High-quality complaint resolution outcomes and operational efficiency for the bank's customer relations function.
Domain
Australian Financial Services / Regulatory Compliance
Deliverable
client delivery
Required skills
Strategic leadership, team development, operational delivery, escalation management, regulatory compliance (ASIC RG 271, Banking Code of Practice), risk management, stakeholder engagement, commercial acumen, analytical problem-solving, customer advocacy.
Preferred skills
Experience with AFCA methodologies, change management, cross-functional metrics management.
Technologies
None stated
Responsibilities
Drive strategic initiatives and lead the IDR team through organisational change; oversee the end-to-end resolution of complex complaints acting as the primary escalation point; ensure strict adherence to ASIC RG 271 and internal risk management frameworks; cultivate relationships with internal and external partners to facilitate timely complaint resolution.
Seniority
Manager, hands-on leadership
