Regulatory Compliance Leader for Risk-Based Complaints Management

18 hours ago

Sydney, New South Wales, Australia Legal Aid NSW Full time
About the Role
The Health Care Complaints Commission (HCCC) seeks a seasoned Senior Regulatory Coordinator to lead and coordinate the end-to-end triaging and assessment of designated categories of complaints with a moderate risk level. This position requires a deep understanding of regulatory compliance and risk-based decision-making, as well as excellent leadership and collaboration skills.

About You:
To succeed in this role, you will have:
  • Previous experience working for a complaints handling entity, regulatory agency or independent oversight/review agency.
  • Tertiary qualifications in a relevant discipline or equivalent experience.
  • A strong moral compass and adherence to public sector values and code of ethics and conduct.

This role offers a fantastic opportunity to contribute to business-led systems and process changes, build capability and tools to support risk-based complaints management, and oversee high-quality performance reporting and risk management in complaints operations.

Key Responsibilities:
  • Lead a specialist assessment team with carriage of specific types of complaints and provide sound advice and direction to ensure consistent risk-based decisions.
  • Ensure consistent and effective risk-based triaging and/or management of complaints, with direct accountability for processes, practices, and outcome decisions.
  • Review and authorise relevant information requests to health practitioners, consumers, and health organisations.
  • Provide advice and mentorship to team members to strengthen their professional development.

What We Offer:
We offer a competitive salary range of $116,211 - $128,061, plus superannuation and annual leave loading. You will also enjoy flexible working arrangements, including a hybrid work-from-home/office model, flexible start and finish times, and accrual of flex leave. Our office is located in the Sydney CBD, close to Surry Hills and walking distance from Central Station. We also offer access to wellbeing initiatives, such as Fitness Passport and Headspace subscription, and unique growth and development opportunities.

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