Resolutions Manager

2 weeks ago

Melbourne, Victoria, Australia beBeeDispute Full time $110,000 - $143,000
Lead Resolution Manager

Manage non-complex complaints and drive positive change through consultation, education, and communication.

  • Ensure fair, effective and timely resolutions in accordance with legislative and regulatory requirements.
  • Monitor operational activities to ensure delivery of services in adherence with Fund requirements.

Key Responsibilities:

  1. Lead and coach the Early Resolution Officers to manage complaints efficiently.
  2. Drive process improvement initiatives to increase customer satisfaction.

Requirements:

  • Extensive experience in dispute resolution management with a leadership background.
  • Solid experience within the superannuation industry.
  • Excellent written and verbal communication skills.
  • Strong analytical and decision-making skills.
  • Good stakeholder management skills to engage effectively at all levels.
  • Excellent organisational skills to prioritise and manage tasks required for this position.

Key Performance Indicators (KPIs):

  1. Timely and effective complaint resolution rates.
  2. Process efficiency and customer satisfaction improvements.

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