Manager Internal Dispute Resolution

3 months ago

Bendigo, Australia Bendigo & Adelaide Bank Full time

**Closing date**: Thursday 10th of October, 5pm**

**Your new role with Bendigo Bank is just a few clicks away.**

**About the role**

As our **Manager Internal Dispute Resolution **you will report to the **Head of Consumer Resolution **and will bring your seasoned leadership skills along with industry experience to our fabulous team and help shape the future of customer resolution within Bendigo Bank.

As our new Manager, Internal Dispute Resolution you will play a key role in leading the strategic direction and management of the Internal Dispute Resolution Team, at an exciting time of transformation. You will also drive the operational delivery of complaints management to ensure a high level of quality and consistency across the team. This also includes adherence to RG271 and our risk management frameworks. As a key escalation point, this role will ensure it supports the team to quickly investigate and resolve complaints and provide the appropriate level of mentoring and coaching of staff.

Within your new role, you will support the Head of Customer Resolutions in the preparation of regular reporting to risk committees and Board by contributing key insights, emerging trends and themes on complaints.

As this role is a key point of insight into our customer experience you will also work closely with and support the Manager, Insights and Continuous improvement as well as colleagues to ensure consistent delivery on our customer experience in line with the Bank’s cultural values. This will be achieved through fostering a culture of continuous improvement to drive positive customer experiences.

You will establish and maintain relationships with internal and external key stakeholders to ensure your team receives pertinent information and provide resolutions for complaint responses within a timely manner as prescribed in the Australian Securities and Investments Commission’s (ASIC) Regulatory Guide 271 (RG 271).

**About you**

As our new **Manager Internal Dispute Resolution**, **you will bring the following skills**:

- Previous experience in executing key strategic initiatives
- Strong senior leadership capability with proven experience in running a complaints team
- Previous experience in overseeing cross functional teams performance against metrics
- Strong customer facing experience within financial industry ideally gained within a credit / banking organisation
- Demonstrated ability to manage own resilience and work within tight frames
- Always willing to learn, think outside the square and open to new ideas
- Experience in change management and transformation of teams
- Advanced understanding of Australian financial services regulations, including extensive knowledge of RG271, consumer protection laws relating to financial products and services, BCoP, AFCA approaches and other relevant industry codes of practice
- The ability to identify and assist complainants who need additional assistance

**We offer flexible work options that put our people first and a hybrid model of minimum x2 days in a local Head Office p/week**

This role is a full time, **permanent,** based at our Adelaide, Docklands, Bendigo, Brisbane or Ipswich head office locations

**About Bendigo Bank**

With over 7,000 employees, we are Australian’s fifth largest retail bank with a vision our purpose - ‘to feed into the prosperity of our customers and communities, not off it’. We are one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at

**Our perks and benefits**:
Belong to a wonderful team of people. Know how we know they’re great to work with? They told us Great benefits, work life balance and flexibility
- Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that
- We know the last few years have been rough, so we have partnered with **Sonder** as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank

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