Pacific Disputes Resolution Lead

2 days ago

Sydney, New South Wales, Australia beBeeComplaint Full time $120,000 - $150,000
Job Title: Complaints and Dispute Manager, Pacific

We are seeking a seasoned professional to oversee the resolution of customer complaints across our Pacific operations.

The ideal candidate will lead a team of dispute resolution specialists while collaborating with various departments to address issues that generate complaints.

Key Responsibilities:
  • Develop and implement a customer complaints program in adherence to global and local policies and procedures.
  • E stablish effective complaint resolution processes and service level agreements.
  • Manage and develop a team of dispute resolution specialists.
  • Provide timely management information for senior leadership and regulators.
  • Analyse complaint trends and provide subject matter expertise to help management understand root causes of complaints.
  • Collaborate closely with department heads to identify process improvement opportunities.
  • Maintain current knowledge of local regulatory requirements and participate in change discussions.
Requirements:
  • Proven experience in Customer Relations, Complaints or Service Delivery Management.
  • Understanding of Australia and New Zealand complaint handling regulatory requirements.
  • Experience in developing and implementing complaint handling frameworks.
  • Strong communication and influencing skills.
  • Creative thinker with ability to create solutions to complex issues.
  • Skilled in analysing dashboard data and translating key performance indicators into actionable insights.
  • Exposure to product governance and customer vulnerability frameworks.
  • Bachelor's degree or relevant tertiary qualifications preferred.
  • Self-motivated, collaborative leader with minimum 5+ years' experience in senior leadership position.

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