Head of Customer Resolution & Hardship
Core
Leads enterprise-wide Customer Resolution, Dispute Resolution, and Hardship Care across Australia & New Zealand, ensuring fair, compliant support for customers experiencing difficulty while balancing regulatory obligations and commercial objectives.
Role type
Senior leadership (Head of Function)
Builds
Compliant, measurable performance in complaints and hardship operations; trusted relationships with regulators and external dispute resolution schemes.
Domain
Financial Services (Australia & New Zealand)
Deliverable
client delivery | dashboards & analysis
Required skills
Financial services disputes/hardship expertise, people leadership, external stakeholder management, regulatory compliance knowledge, data-driven risk identification, process improvement, multi-site team leadership, change management.
Preferred skills
Experience with responsible lending, debt collection, customer vulnerability obligations, multi-disciplinary project delivery, executive/board reporting.
Technologies
None explicitly stated
Responsibilities
Lead and develop complaints/hardship teams; maintain IDR/EDR frameworks and controls; drive productivity and continuous improvement; identify systemic issues and business risks; manage relationships with external dispute resolution schemes and regulators; oversee outsourced/third-party providers; partner with Risk and SBU leaders.
Seniority
Senior, hands-on IC with strategic oversight