Manager External Dispute Resolution Lead

1 month ago

Bendigo, Victoria, Australia Bendigo and Adelaide Bank Full time
About the Role

We are seeking an experienced Manager External Dispute Resolution to join our team at Bendigo Bank. As a key member of our leadership team, you will be responsible for leading the strategic direction and management of the External Dispute Resolution Team.

Key Responsibilities
  • Lead the External Dispute Resolution Team to achieve high-quality and consistent complaints management
  • Develop and implement strategies to improve customer experience and drive positive outcomes
  • Collaborate with the Head of Consumer Resolution and other stakeholders to ensure effective communication and reporting
  • Establish and maintain relationships with internal and external key stakeholders, including the Australian Financial Complaints Authority (AFCA) and the Office of the Australian Information Commissioner (OAIC)
  • Manage and develop a high-performing team, providing coaching and guidance to ensure individual and team success
About You

We are looking for a seasoned leader with a strong track record in complaints management and customer experience. You will have:

Previous experience in executing key strategic initiativesStrong senior leadership capability with proven experience in running a complaints teamPrevious experience in overseeing cross-functional teams' performance against metricsStrong customer-facing experience within the financial industry, ideally gained within a credit/banking organizationDemonstrated ability to manage your own resilience and work within tight framesAlways willing to learn, think outside the square, and open to new ideasExperience in change management and transformation of teamsAdvanced 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 practiceThe ability to identify and assist complainants who need additional assistanceWhat We Offer

We offer a dynamic and supportive work environment, with opportunities for professional growth and development. You will have access to:

Flexible work options that put our people first and a hybrid model of minimum 2 days in a local Head Office per weekA competitive salary and benefits packageOngoing development opportunities, with the potential for a portion of education fees being reimbursed by the bankAccess to our Employee Assistance Program (EAP) provider, Sonder

We believe in the importance of diversity and inclusion in the workplace and encourage applications from candidates from diverse backgrounds. If you are a motivated and experienced leader looking for a new challenge, please submit your application.

  • Manager Internal Dispute Resolution Lead

    3 weeks ago

    Bendigo, Victoria, Australia Bendigo and Adelaide Bank Full time

    About the RoleWe are seeking an experienced Manager Internal Dispute Resolution to join our team at Bendigo Bank. As a key member of our leadership team, you will be responsible for leading the strategic direction and management of the Internal Dispute Resolution Team.Key ResponsibilitiesLead the development and implementation of strategies to improve...

  • Manager Internal Dispute Resolution Lead

    1 month ago

    Bendigo, Victoria, Australia Bendigo and Adelaide Bank Full time

    About the RoleWe are seeking an experienced Manager Internal Dispute Resolution to join our team at Bendigo Bank. As a key member of our leadership team, you will be responsible for leading the strategic direction and management of the Internal Dispute Resolution Team.Key ResponsibilitiesLead the development and implementation of strategies to improve...

  • Workflow Support Officer

    1 month ago

    Bendigo, Victoria, Australia Bendigo and Adelaide Bank Full time

    About the RoleWe are seeking a highly organized and detail-oriented Workflow Support Officer (Internal Dispute Resolution) to join our team at Bendigo Bank. As a key member of our Internal Dispute Resolution team, you will play a critical role in managing the IDR mailbox, allocating new cases to case managers, and ensuring timely resolution of complaints.Key...

  • Workflow Support Officer

    1 month ago

    Bendigo, Victoria, Australia Bendigo and Adelaide Bank Full time

    About the RoleWe are seeking a highly organized and detail-oriented Workflow Support Officer (EDR) to join our team at Bendigo and Adelaide Bank. As a key member of our External Dispute Resolution team, you will play a critical role in supporting the effective and efficient management of complaints.Key ResponsibilitiesLoad new AFCA cases into LINX and...

  • Human Resources Business Partner

    1 week ago

    Bendigo, Victoria, Australia Uniting AgeWell Full time

    About Us:Uniting AgeWell is a not-for-profit organisation dedicated to supporting older people to experience a sense of wellbeing, choice and independence in their lives. Our focus is on providing high-quality services and care to our clients, and we are committed to creating a workplace culture that is based on the BEST philosophy – Believe, Excel,...

  • Human Resources Business Partner

    3 weeks ago

    Bendigo, Victoria, Australia Uniting AgeWell Full time

    About UsAt Uniting AgeWell, we're dedicated to supporting older people to live their best lives. Our focus is on providing high-quality services and care, with a commitment to kindness, respect, integrity, innovation, and inclusion.Why Choose UsEasy access to our services with public transport optionsCompetitive remuneration with salary packaging...

  • Senior Counsel

    4 weeks ago

    Bendigo, Victoria, Australia John Boundy Legal Full time

    Senior Lawyer Opportunity at John Boundy LegalWe are seeking a senior lawyer to join our established civil firm in Bendigo. With over 20 years of experience, we offer a dynamic and supportive work environment.Key Responsibilities:Conduct complex civil litigation and dispute resolutionAdvise on commercial and business law mattersManage conveyancing and...

  • Human Resources Business Partner

    4 weeks ago

    Bendigo, Victoria, Australia Uniting AgeWell Full time

    About UsAt Uniting AgeWell, our focus is on supporting older people to experience a sense of wellbeing, choice and independence in their lives, to feel valued members of their community and to have easy access to the community or residential services they need to live the life they want.We provide a workplace culture based on the BEST philosophy – Believe,...

  • Human Resources Business Partner

    2 months ago

    Bendigo, Victoria, Australia Uniting AgeWell Full time

    About Us: At Uniting AgeWell, our focus is on supporting older people to experience a sense of wellbeing, choice and independence in their lives, to feel valued members of their community and to have easy access to the community or residential services they need to live the life they want. With a range of services in many locations in Victoria and Tasmania,...

  • Shift Manager

    2 months ago

    Bendigo, Victoria, Australia Lactalis Australia Full time

    Job SummaryWe are seeking a highly skilled and experienced Shift Manager to lead and coach our team in achieving production objectives.Key ResponsibilitiesLead and manage a team of production staff to ensure efficient and effective operation of the production line.Develop and implement strategies to improve productivity, quality, and safety.Collaborate with...

  • Care Team Manager

    1 month ago

    Bendigo, Victoria, Australia Bendigo and Adelaide Bank Full time

    About the RoleWe are seeking an experienced Manager, Specialist Care Team to join our team at Bendigo Bank. As a key member of our customer resolution team, you will play a critical role in guiding and supporting vulnerable customers.As our new Manager, Specialist Care Team, you will be responsible for leading a team of specialists to deliver high-quality...

  • Care Team Manager

    3 weeks ago

    Bendigo, Victoria, Australia Bendigo & Adelaide Bank Full time

    About the RoleWe are seeking an experienced Care Team Manager to join our team at Bendigo & Adelaide Bank. As a key member of our customer resolution team, you will play a critical role in shaping the future of customer experience within our organization.Key ResponsibilitiesProvide leadership to the specialist team to guide and support vulnerable...

  • Care Team Manager

    4 weeks ago

    Bendigo, Victoria, Australia Bendigo & Adelaide Bank Full time

    About the RoleWe are seeking an experienced Care Team Manager to join our team at Bendigo & Adelaide Bank. As a key member of our leadership team, you will be responsible for providing guidance and support to our specialist care team, ensuring that our customers receive the highest level of service.Key ResponsibilitiesLead the specialist care team to deliver...

  • Human Resources Specialist

    5 days ago

    Bendigo, Victoria, Australia Lactalis Full time

    About the RoleWe are seeking an experienced HR professional to join our team at Lactalis Australia. As an HR Manager, you will be responsible for providing proactive and customer-focused HR services to support the growth and prosperity of our business.Key ResponsibilitiesDrive leadership development among senior and front-line leaders to deliver the right...

  • Program Lead Health Services Manager

    7 days ago

    Bendigo, Victoria, Australia Bendigo Kangan Institute Full time

    About the RoleBendigo Kangan Institute is seeking an experienced Program Lead in Health Services to join our Health and Community Centre of Excellence team at Bendigo City Campus.As a key member of the Industry and Education leadership team, you will be responsible for leading and managing the coordination, design, development, delivery, evaluation, and...

  • Data Team Lead

    1 month ago

    Bendigo, Victoria, Australia APS Full time

    About the RoleWe are seeking a highly skilled and experienced Geospatial Data Lead to join our team at APS. As a key member of our Foundation Geospatial Branch, you will play a critical role in leading our technical team and driving the production and delivery of high-quality geospatial data and products.Key ResponsibilitiesLead a team of geospatial analysts...

  • Senior Regional Manager

    3 weeks ago

    Bendigo, Victoria, Australia Dusk Full time

    Senior Regional ManagerDusk, a leading retail company with over 130 stores across Australia and New Zealand, is seeking a highly skilled Senior Regional Manager to lead our VIC/TAS states and drive sales and service excellence.Key Responsibilities:Perfect Customer Experience: Deliver exceptional customer service by ensuring that both you and your team...

  • Branch Manager

    2 weeks ago

    Bendigo, Victoria, Australia Bendigo and Adelaide Bank Full time

    About the RoleThe Branch Manager will be responsible for developing and implementing a strategic plan to drive business growth and market share in the local area. This will involve building strong relationships with local community groups, stakeholders, and partners to identify and capitalize on business opportunities.This is a permanent, full-time position...

  • Wellbeing Manager

    2 months ago

    Bendigo, Victoria, Australia Feros Care Full time

    About YouWe are seeking a highly skilled and experienced Wellbeing Manager to join our team at Feros Care. As a key member of our community care team, you will be responsible for providing high-quality case management services to our clients.Key ResponsibilitiesDevelop and implement individualized care plans that meet the unique needs of our clientsConduct...

  • Housekeeping Operations Manager

    1 week ago

    Bendigo, Victoria, Australia Dental Corporation Full time

    About the RoleThe Hospitality Supervisor will lead a high-performing housekeeping service, ensuring the Care Home is always clean and well-presented. Key responsibilities include:• Effectively leading the housekeeping function, ensuring cleaning and laundry services are delivered to the highest standards• Maintaining the Care Home's cleanliness,...