Dispute Resolution Manager

4 weeks ago

Melbourne, Australia Praemium Full time

Work for market leader in the fintech space
- Fantastic benefits and rewards with annual bonus incentives + more
- Flexible hybrid environment - work from home and on site

Praemium was established in 2001 with a goal to simplify and streamline the complex and time-consuming process of wealth management. Today we offer the only fully integrated platform that allows every part of an investor's wealth to be managed on a single platform. Praemium administers and reports on over $230 billion in FUA for some of Australia's largest and most reputable institutions, private wealth firms and advice practices. Offering a comprehensive and engaging investment and reporting experience for advisers to efficiently manage the wealth of Australians, Praemium is dedicated to delivering innovative technology and exceptional service to our clients.

The Dispute Resolution Manager is a newly established position to Praemium that will mark the transition of the IDR process from our Risk and Compliance team into Operations as an independent function. This is a rare chance to shape and elevate the dispute resolution process, taking ownership of the function and spearheading improvements. With that being said, we require a season IDR professional to step into the role who can bring their expertise to execute strategic initiates whilst also owning end-to-end BAU activities, being the stand alone IDR expert for the company. Whilst we do not have high volumes of complaints currently, as the company grows, this role will have capacity to build and manage a team.

**Key Responsibilities**:

- Complete the handover process with Risk and Compliance to transition the IDR process into Operations.
- Conduct meticulous assessments of internal disputes and trends
- Drive improvements, creating frameworks to enhance the process
- Ensure equitable and timely dispute resolutions in line with regulations
- Analyze data to identify systemic issues and trends
- Foster cross-business relationships for effective outcomes
- Manage external stakeholder relationships (trustee and external administrator)
- Prepare comprehensive reports for review by the compliance committee, annual audits, and regulatory authorities
- Advocate for dispute resolution frameworks across business unit
- Deliver comprehensive training to front-line employees, ensuring a clear understanding of complaint management protocols

**Required Qualifications, Experience, and Competencies**:

- Accreditation in RG 146 Tier 1
- Academic background in business or law
- Extensive experience in handling complaints within a comparable environment
- Proven leadership experience in a related function or the demonstrated capability to lead
- In-depth knowledge of Superannuation principles
- Proficiency in investments and managed accounts desired
- Sound understanding of financial services laws and regulatory obligations, especially RG 271
- Strong conflict resolution skills
- Exceptional verbal and written communication skills with diverse stakeholders
- Proficient negotiation skills with both internal and external counterparts
- Meticulous attention to detail coupled with strong problem-solving abilities
- Excellent organizational skills, enabling effective multitasking and meeting deadlines

**What we provide for you to thrive in and out of work**:

- A supportive work environment with hybrid working conditions - work from home and onsite, with a flexible schedule.
- Financial rewards for your contributions to our success including an incentive plan.
- Leave benefits to support you and your family, (both Mum and Dad) including paid parental leave and additional purchased leave.
- Additional benefits to assist with managing your money including novated leasing and financial wellness courses.
- A supportive and talented team that promotes diversity and inclusion.
- Freshen up before and after work when in the CBD with end of trip facilities at 367 Collins Street
- Future development opportunities in your area of interest

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