Dispute Resolutions Team Leader

Join to apply for the Dispute Resolutions Team Leader role at Afterpay.

The Role: Reporting to the Global Complaints Leader, you will manage the EDR or external complaints team for the ANZ region, leading a team of 5 specialists who resolve AFCA and FDRS complaints. The team is based in Melbourne (remote) with 1 member in NSW, so you must be able to engage the team both remotely and in-person. You will be responsible for ensuring knowledge of AU regulations as they relate to complaints and for strong analytical skills to mitigate complaint trends. This role is based in Melbourne, AU with hybrid working arrangements.

• Support your team to deliver a complaints model that aims for a customer-centric experience, establish performance expectations, monitor daily improvement, ensure ongoing training, audit performance and staff records to assure compliance with policy and procedure.
• Provide support to the Customer Service team for escalated complaints where first level resolution has not been able to resolve.
• Understand complaint drivers, dissect complaint data, and translate insights into actionable execution plans.
• Present insights representing both the customer experience/journey and commercial outcomes/opportunities.
• Establish and maintain strong engagement with external complaint and regulatory bodies to ensure a customer-centric experience aligned to Afterpay values.
• Maintain up-to-date knowledge of industry trends and technical developments within the complaints and BNPL industry.
• Serve as subject matter expert in complaint processing and understanding of global regulatory requirements.
• Prepare and present reporting for stakeholders on complaint volumes, categories and insights from internal and external dispute resolution.
• Analyze complaint data, report on trends to the business, and make recommendations to improve processes.
• Evaluate and reengineer processes to achieve the best outcomes for customer and business and to solve complex problems.
• Operate within standard operating procedures and promote compliance across all touchpoints with a solid understanding of relevant legislation, guidelines and industry.
• Identify and address challenges impacting staff's ability to evaluate complaints within a standardized process.
• Lead regulator information requests in conjunction with Legal/Compliance as needed.
• Focus on providing a supportive customer experience and ensuring timely and fair outcomes.
• Own and maintain workforce models, training plans, and staff onboarding/offboarding.
• Lead team performance and oversee staff development, coaching and mentoring.
• Drive a culture of continuous improvement within the complaints function.
• Lead projects or ad hoc tasks related to complaint management and collaborate with support partners globally.

• Tertiary qualifications and/or equivalent industry experience (CIO, FOS or AFCA).
• 2+ years of leadership within Dispute Resolution and Financial Services.
• Proven staff leadership and performance management.
• Ability to draft detailed, logical and comprehensive findings to external dispute bodies.
• Proven experience in conflict resolution and strong problem solving abilities.
• Leadership skills and the ability to oversee multiple projects simultaneously.
• Strong stakeholder engagement with internal and external parties.
• Active involvement and ability to influence others to desired outcomes.
• Ability to handle complex disputes tactfully and make independent decisions to ensure the best outcome.
• Ensure operations policies, procedures, processes, and disclosures meet regulatory requirements and applicable laws.
• Maintain a great culture and foster an environment where people want to work.
• Coach individuals to reach their full potential.
• Ability to manage workload to deadlines.
• Proven background in Customer Service, Complaints Handling and Dispute Resolution.
• Demonstrated experience in dispute resolution, including communication and management of complaint cases to external groups and governing bodies.

Block is an equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to identity or other legally protected class. We are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.

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Block is a globally distributed company and this role may require working with employees in multiple time zones. You may be required to perform work outside of normal business hours as part of this role.

We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws. For questions, contact privacy@block.xyz.

Every benefit we offer is designed to empower you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offerings. Check out our other benefits at Block.

Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each brand unlocks different aspects of the economy for more people. At a high level: Square, Cash App, Afterpay, TIDAL, Bitkey, and Proto. Together, we're helping build a financial system that is open to everyone.