Senior Complaints Manager

2 weeks ago

Sydney, New South Wales, Australia beBeeComplaints Full time $100,000 - $150,000

Job Overview:

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This position involves end-to-end management of complaints resolution processes and activities for a leading financial institution. The goal is to develop, maintain, and provide a robust and transparent complaints process both internally to key stakeholders and externally to investors and external dispute resolution providers.

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Main Responsibilities:

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  • ">
  • Manage complaints resolution procedures and activities">
  • Develop and maintain a robust and transparent complaints process">
  • Provide complaints resolution reporting, analysis, and business strategies">
  • Support best practice initiatives and customer feedback to improve current practices and procedures">
  • Ensure data integrity and associated reporting processes operate smoothly">
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Key Accountabilities and Main Responsibilities:

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  1. ">
  2. Strategic Focus: Manage complaints resolution procedures and activities">
  3. Operational Management: Support best practice initiatives, question processes, and seek customer feedback">
  4. People Leadership: Provide effective communication with complainants">
  5. Governance & Risk: Ensure permanent corrective actions are identified and recommendations are made to the business">
  6. Act as point of contact and liaison with External Dispute Resolution bodies">
  7. Manage implementation and successful business delivery across RG 271 reporting and compliance requirements">
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Required Skills and Qualifications:

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  • Efficient and effective delivery of services to investors and other key stakeholder groups">
  • Strong attention to detail">
  • Exceptional written and verbal communication skills">
  • Ability to drive investigations and provide business-focused solutions">
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Benefits:

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MUFG Pension & Market Services offers a global, digitally enabled work environment that empowers employees to connect millions of people with their assets - safely, securely, and responsibly.

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A career in this role will involve working closely with internal business units to drive business requirements resulting in satisfactory complaint resolution.

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Others:

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The role requires taking ownership and accountability to see complaints and SMR's through, achieving MUFG Corporate Markets' core values, and contributing to group objectives.

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MUFG is a global financial group that helps manage regulatory complexity, improve data management, and connect people with their assets through exceptional user experience and scalable technology.

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