Lead the end-to-end complaints management function across Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR), ensuring compliance with RG 271, AFCA rules and internal SLAs.
Oversee day-to-day Complaints Team operations, including intake, triage, investigation, written responses, conciliations and remediation.
Act as senior owner for AFCA matters, ensuring high-quality submissions and timely implementation of determinations and agreed outcomes.
Own and maintain the Customer Complaints Handling Policy, SOPs, controls and templates, ensuring they remain compliant and consistently applied.
Identify and escalate potential systemic issues, partnering with the business to manage corrective actions and remediation.
Oversee the complaints system of record, ensuring accurate case management, data integrity and effective reporting (including regulatory and governance reporting).
Provide subject matter expertise for regulatory enquiries, audits and lender reviews relating to complaints and IDR.
Lead, coach and develop the Complaints Team, driving quality, capability and a strong risk and compliance culture.