Dispute Resolutions Manager
1 day ago
The Dispute Resolutions Team Leader is responsible for managing a team of specialists who resolve complaints and disputes within the ANZ region.
Key Responsibilities:- Team Management: Lead a team to deliver a customer-centric experience, establish performance expectations, monitor daily improvement, and ensure ongoing training.
- Support the Customer Service team for escalated complaints.
- 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.
- Maintain strong engagement with external complaint and regulatory bodies.
- Stay up-to-date with industry trends and technical developments within the complaints and BNPL industry.
- Tertiary qualifications and/or equivalent industry experience.
- Leadership experience within Dispute Resolution and Financial Services.
- Proven staff leadership and performance management.
- Ability to handle complex disputes tactfully and make independent decisions.
- Maintain operations policies, procedures, processes, and disclosures that meet regulatory requirements and applicable laws.
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