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Dispute Resolution Leadership Professional
3 weeks ago
The Dispute Resolutions Team Leader role involves managing a team of specialists who resolve complaints in the ANZ region.
This leader will be responsible for ensuring knowledge of AU regulations as they relate to complaints and for strong analytical skills to mitigate complaint trends.
The role is based in Melbourne, AU with hybrid working arrangements.
Key Responsibilities- Support your team to deliver a complaints model that aims for a customer-centric experience.
- Provide support to the Customer Service team for escalated complaints where first level resolution has not been able to resolve.
- Understand complaint drivers, dissect complaint data, and translate insights into actionable execution plans.
- Present insights representing both the customer experience/journey and commercial outcomes/opportunities.
- Establish and maintain strong engagement with external complaint and regulatory bodies to ensure a customer-centric experience aligned to company values.
- Maintain up-to-date knowledge of industry trends and technical developments within the complaints and BNPL industry.
- Serve as subject matter expert in complaint processing and understanding of global regulatory requirements.
- Prepare and present reporting for stakeholders on complaint volumes, categories and insights from internal and external dispute resolution.
- Analyze complaint data, report on trends to the business, and make recommendations to improve processes.
- Evaluate and reengineer processes to achieve the best outcomes for customer and business and to solve complex problems.
- Operate within standard operating procedures and promote compliance across all touchpoints with a solid understanding of relevant legislation, guidelines and industry.
- Identify and address challenges impacting staff's ability to evaluate complaints within a standardized process.
- Lead regulator information requests in conjunction with Legal/Compliance as needed.
- Focus on providing a supportive customer experience and ensuring timely and fair outcomes.
- Own and maintain workforce models, training plans, and staff onboarding/offboarding.
- Lead team performance and oversee staff development, coaching and mentoring.
- Drive a culture of continuous improvement within the complaints function.
- Lead projects or ad hoc tasks related to complaint management and collaborate with support partners globally.
- Tertiary qualifications and/or equivalent industry experience.
- 2+ years of leadership within Dispute Resolution and Financial Services.
- Proven staff leadership and performance management.
- Ability to draft detailed, logical and comprehensive findings to external dispute bodies.
- Proven experience in conflict resolution and strong problem solving abilities.
- Leadership skills and the ability to oversee multiple projects simultaneously.
- Strong stakeholder engagement with internal and external parties.
- Active involvement and ability to influence others to desired outcomes.
- Ability to handle complex disputes tactfully and make independent decisions to ensure the best outcome.
- Ensure operations policies, procedures, processes, and disclosures meet regulatory requirements and applicable laws.
- Maintain a great culture and foster an environment where people want to work.
- Coach individuals to reach their full potential.
- Ability to manage workload to deadlines.
- Proven background in Customer Service, Complaints Handling and Dispute Resolution.
- Demonstrated experience in dispute resolution, including communication and management of complaint cases to external groups and governing bodies.
