Complaint Resolution Manager
Core
Manage and resolve escalated internal and external member complaints in the superannuation industry, ensuring regulatory compliance and systemic improvements.
Role type
Senior IC complaints resolution manager (financial services)
Builds
Regulatory compliant complaint resolution outcomes and process improvements for member experience
Domain
Financial services / Superannuation / Regulatory Compliance
Deliverable
client delivery
Required skills
complaint investigation, IDR/EDR resolution, regulatory knowledge (RG271, AFCA), stakeholder negotiation, risk analysis, process improvement
Preferred skills
AFCA process expertise, superannuation industry experience, complex customer negotiation
Technologies
None stated
Responsibilities
Investigate and resolve escalated IDR and EDR complaints; Partner with AFCA to meet regulatory dispute resolution requirements; Identify and escalate systemic issues and emerging risks; Provide specialist guidance to internal stakeholders on complaint management processes; Collaborate with risk and legal teams to manage operational and regulatory risk
Seniority
Senior, hands-on IC