Complaints Manager
Core
Supervise a team of Complaints Specialists to ensure operational targets, service standards, and regulatory compliance (RG 271) are met while supporting fair customer outcomes.
Role type
Senior IC Complaints Manager
Builds
A compliant and efficient complaints handling function for a financial services provider
Domain
Financial Services / Regulatory Compliance
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team supervision, coaching and capability development, complaint progression and escalation, quality assurance, risk and theme identification, stakeholder engagement, data analysis for insights
Preferred skills
Experience with complex or sensitive complaints, understanding of financial services products and risk obligations, ability to adapt to ambiguity
Technologies
None stated
Responsibilities
Supervise team workload and priorities, coach team members on complaint handling quality, oversee complaint progression and regulatory compliance, review complaint files for fair outcomes, identify systemic issues and process improvements, report on team performance and governance
Seniority
Senior, hands-on IC
