Head of Complaints

3 weeks ago

Sydney, Australia Rabobank Full time

**About us**

Rabobank is the world’s leading specialist in food and agribusiness banking. One of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients. Our commitment to our employees and clients is at the heart of everything we do.

At Rabobank our culture is unique, because every day our people work knowing that we are all playing our part in supporting our farmers to feed the world. Our culture is focused on growing each other. We strive to create an open, balanced and flexible workplace where people feel that they belong, can be open and honest and are supported.

**About the role**

The Head of Complaints reports to the General Manager Strategy, Marketing & Client Experience and is responsible for the delivery of an effective end to end complaints management process and integration with the relevant frameworks. An effective complaints management process delivers benefits to our clients, employees and community whilst also meeting our regulatory obligations, and is aligned to the central pillar of Rabobank’s strategy of having an excellent customer focus.

This is a leadership role and is key to the effective implementation and monitoring of the adherence to relevant policies and standards, and maintenance of processes and procedures. This role will lead a centralised complaints handling function and will also be responsible for the analysis, monitoring and reporting activities associated with complaints handling. This role will be a key stakeholders and work with Risk and Compliance staff across both the first and second lines of responsibility as required for any impacted compliance requirements driven from local legislation and Group Policy requirements (based on Global and European legislation) relating to Complaints Handling requirements.

The role works with key stakeholders to provide independent analysis, insights, reporting and communication of complaints management data to inform business on thought leadership, initiatives and improvement opportunities that align with Rabobank’s strategy.
- Bachelor of Laws/Commerce/Economics/Business or relevant industry qualification, or proven solid banking and finance expertise
- Experience gained within Banking or financial services industry in a related function.
- In depth understanding of complaints handling processes and regulatory requirements in the Australian financial services sector, gained through significant previous experience in this area
- Solid understanding of Australian regulatory environment and requirements in relation to incidents and breaches.
- Highly effective written communication, verbal communication and presentation skills to effectively liaise and communicate with external and internal audiences
- Strong interpersonal, negotiation and influencing skills
- Knowledge of agriculture and agribusiness in Australia and New Zealand is advantageous

**Our Values, Vision and Mission**

Rabobank Australia fully embraces inclusion and belonging and delivers positive experiences for our people and clients. Our great working conditions, broad learning and development programmes and the opportunity to work together for the greater good are reasons why our employees love working here. We are committed to our values; we are client focussed, action oriented, purposeful and courageous in our work. We are professional and considerate and bring out the best in each other and are committed to keep learning. We have an open culture, where you can be yourself and be valued for who you are.

**What we're proud to offer you**:

- As part of our well-being offering, we also have Wellbeing Leave. These extra leave days can be used in a way that helps achieve greater work/life balance. It’s just another way we are helping our employees to lead happier, healthier and more fulfilling lives.
- Rabobank values the development of its people and has a great Education Assistance Program to assist with professional development.
- An inclusive Parental Leave policy that supports you and your family while giving you the freedom and flexibility to enjoy this special time (Primary carer up-to 14 weeks paid leave)
- We realise sometimes 4 weeks Annual Leave isn't enough At Rabobank we provide an incentive for eligible employees to receive 1 extra week Annual Leave. With an option to also purchase another 2 weeks Annual Leave.
- Rabobank recognises that employees need to protect their financial wellbeing, in the event of serious illness, injury, or even death. Rabobank provides eligible permanent employees with employer-funded Death, Temporary & Permanent Disability (TPD) and Income Protection Insurance.
- As part of Rabobank's global Corporate Social Responsibility, Workplace Giving aims to encourage employees to contribute to our community. Rabo Workplace Giving program matches employee donations to selected Social Partners.

**_ Rabobank is committed to diversity and inclus

  • Head of Complaints

    1 week ago

    Sydney, New South Wales, Australia Rabobank Full time

    About usRabobank is the world's leading specialist in food and agribusiness banking. One of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients. Our commitment to our employees and clients is at the heart of everything we do.At Rabobank our culture is unique, because every...

  • Manager, Complaints Operations, Investigations

    2 months ago

    Sydney, Australia NSW Government -Health Care Complaints Commission, Office of the Full time

    **The Health Care Complaints Commission is looking for a Manager, Complaint Operations, Investigations** - Sydney CBD location - Ongoing, full-time - Clerk Grade 11/12 - Package includes salary (from $134,411 - $155,445) plus superannuation and annual leave loading **Are you or someone you know looking for a change in 2024 and answers yes to the following...

  • Manager, Complaints Operations, Investigations

    4 weeks ago

    Sydney, Australia NSW Government -Health Care Complaints Commission, Office of the Full time

    **Manager, Complaints Operations, Investigations** - Sydney CBD location - Ongoing, full-time - Clerk Grade 11/12 - Package includes salary (from $134,411 - $155,445) plus superannuation and annual leave loading. Are you or someone you know looking for a change in 2023 and answers yes to the following questions? Are you excellent at managing a team of...

  • Manager, Complaints Operations, Investigations

    2 months ago

    Sydney, Australia NSW Government -Health Care Complaints Commission, Office of the Full time

    **Manager, Complaints Operations, Investigations** - Sydney CBD location - Ongoing, full-time - Clerk Grade 11/12 - Package includes salary (from $134,411 - $155,445) plus superannuation and annual leave loading. Are you or someone you know looking for a change in 2023 and answers yes to the following questions? Are you excellent at managing a team of...

  • Customer Relations Officer- Complaints

    1 week ago

    Sydney, Australia Experis Full time

    **Leading Banking client based in Sydney CBD is hiring for Customer Relations Officer! Initial contract until November 2024 plus chances of permanency! APPLY NOW!** **Job requirements**: The Customer Relations Officer is responsible for resolving complaints logged in the Complaints Database within the required SLA. Complaints can be received from various...

  • Incidents and Complaints Specialist

    2 weeks ago

    Sydney, Australia Mable Full time

    **_Mable is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees. _**: - People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply. Our interview processes are inclusive and will accommodate additional needs...

  • Incidents and Complaints Specialist

    4 days ago

    Sydney, Australia Mable Full time

    **This role is for HomeMade - a related entity of Mable** HomeMade is a related entity to Mable and operate as a completely separate business, however both have a shared vision for self-management. We are a health-tech start-up established in 2020, focusing on transforming home care in Australia through our creative approach which is designed to support...

  • Customer Complaints Manager

    4 weeks ago

    Sydney, Australia Spaceship Full time

    At Spaceship, we're on a mission to transform the way people think about and invest their money. We started in 2017 with Spaceship Super, and in 2018 we launched Spaceship Voyager, which is making investing easy for everyone. Since launch, we have grown to more than 200,000 financial members and surpassed $1.2 billion in funds under management - but we're...

  • Customer Complaints Manager

    4 weeks ago

    Sydney, Australia Spaceship Full time

    At Spaceship, we're on a mission to transform the way people think about and invest their money. We started in 2017 with Spaceship Super, and in 2018 we launched Spaceship Voyager, which is making investing easy for everyone. Since launch, we have grown to more than 200,000 financial members and surpassed $1.2 billion in funds under management - but we're...

  • Incidents and Complaints Specialist

    2 months ago

    Sydney, Australia Hatch Full time

    ** This role is at Mable (not for Hatch)** Hatch is supporting Mable to find a great Incidents and Complaints Specialist to join their Customer Support team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Mable. **About the role at Mable** This...

  • Case Manager

    2 months ago

    Sydney, Australia Commonwealth Bank of Australia Full time

    Case Manager - Critical and Complex Complaints **Do work that matters** Group Customer Relations (GCR) oversees complaint handling for the Commonwealth Bank Group and is the centre of excellence for managing customer feedback. We're here to support the resolution of customer issues and to actively take carriage of matters that are sensitive or...

  • Case Manager

    2 weeks ago

    Sydney, Australia Commonwealth Bank of Australia Full time

    Case Manager - Critical and Complex Complaints **Do work that matters** Group Customer Relations (GCR) oversees complaint handling for the Commonwealth Bank Group and is the centre of excellence for managing customer feedback. We're here to support the resolution of customer issues and to actively take carriage of matters that are sensitive or...

  • Case Manager

    2 weeks ago

    Sydney, Australia Commonwealth Bank of Australia Full time

    **Do work that matters** Group Customer Relations (GCR) oversees complaint handling for the Commonwealth Bank Group and is the centre of excellence for managing customer feedback. We're here to support the resolution of customer issues and to actively take carriage of matters that are sensitive or complex. Customers today have greater expectations of us,...

  • Complaints Resolution Support Officer

    2 months ago

    Sydney, Australia NSW Government -Department of Education Full time

    **Complaints Resolution Support Officer - Recruitment Pool** Seeking flexible team players who are passionate about customer service and has excellent administration and communication skills to join our Feedback and Complaints Resolution team in the near future. At the **NSW** **Department of Education**, we are committed to uncompromising standards,...

  • Head Barista

    2 weeks ago

    Sydney, Australia Leible Coffee Full time

    **About the Position** LEIBLE COFFEE is looking for a skilled and motivated Senior/Head Barista to join our team at Leible Coffee. As a Senior/Head Barista, you will be responsible for making decisions, delegating tasks to an all-rounder, and monitoring the general workflow of our coffee shop. This position also offers the opportunity to learn about the...

  • Head Barista

    2 weeks ago

    Sydney, Australia Leible Coffee Full time

    **About the Position** LEIBLE COFFEE is looking for a skilled and motivated Senior/Head Barista to join our team at Leible Coffee. As a Senior/Head Barista, you will be responsible for making decisions, delegating tasks to an all-rounder, and monitoring the general workflow of our coffee shop. This position also offers the opportunity to learn about the...

  • Department Head

    3 weeks ago

    Sydney, Australia P3 Recruitment Full time

    Great money - Up to $130K salary package on offer - Manage a small team - Inner West - premium brand Are you an experienced Department Head or first class Senior Property Manager ready to step up and take charge of a small, extremely well run property management department? This is a rare opportunity to work with a premium real estate brand based in the...

  • Department Head

    1 week ago

    Sydney, New South Wales, Australia P3 Recruitment Full time

    Are you an experienced Department Head or first class Senior Property Manager ready to step up and take charge of a extremely well run property management department?This is a rare opportunity to work with a premium real estate brand based in the inner city who have a culture (and staff retention) second to none.This is a role and a business you will not...

  • Head of Forensics

    3 weeks ago

    Sydney, Australia Commonwealth Bank Full time

    Permanent Full time opportunity - You will have a passion for advocating for customers, engaging with internal and external stakeholders and ensuring fair assessment and compensation outcomes for our customers. - We are a team that builds a brighter future for all by championing fairness and care. **_See yourself in our team _** The Forensics team consists...

  • Head of Operations

    3 days ago

    Sydney, Australia Appreciating Talent Full time

    24/6/24 3793730 Head of Operations Payroll Sydney ...