Complaints Resolution Manager

**Location: Parramatta**

Are you a skilled Complaints Manager with a passion for delivering exceptional service within the financial services industry? Join MUFG Corporate Markets as our National Complaints Manager and lead the charge in developing and maintaining a robust and transparent complaints resolution process. This role is pivotal in ensuring effective complaints management and driving continuous improvement across our organization.

**About the Role**:
As the Complaints Resolution Manager, you will oversee the end-to-end complaints resolution procedures, ensuring a smooth and effective process both internally for key stakeholders and externally for investors and dispute resolution providers. You will play a key role in identifying process improvements, providing coaching, and developing strategic initiatives to enhance our service offerings.

**Key Responsibilities**:
**Strategic Focus**:

- Manage and enhance complaints resolution procedures and activities.
- Develop and maintain a transparent complaints process for stakeholders and investors.
- Provide detailed complaints resolution reporting, analysis, and business strategies to senior leadership.

**Operational Management**:

- Support best practice initiatives and continuously improve current practices through customer feedback.
- Ensure data integrity and smooth operation of the complaints management process.
- Identify, record, and respond to complaints promptly.
- Coordinate with business units to ensure timely and effective complaint responses.
- Develop and deliver comprehensive complaints reporting at various organizational levels.
- Oversee the resolution and reporting of National Enquiry Logs (NEL) in line with expectations.
- Manage the complaints handling and resolution committee.

**People Leadership**:

- Communicate effectively with complainants to achieve mutually satisfactory outcomes.
- Identify training and system development opportunities from complaints analysis.
- Collaborate with internal business units to drive satisfactory complaint resolution.

**Governance & Risk**:

- Identify and recommend permanent corrective actions to reduce the risk of repeat activities.
- Support investigations and reporting across suspicious matter reporting (SMR) requirements.
- Analyze complaints for systemic or compliance-related issues and escalate as appropriate.
- Act as the liaison with External Dispute Resolution bodies and the Financial Crimes Unit.
- Manage RG 271 reporting and compliance requirements, ensuring business awareness and training.

**Experience & Personal Attributes**:

- Proven experience in complaints management within the financial services industry, share registry experience is highly regarded
- High attention to detail with exceptional written and verbal communication skills.
- Proven ability to engage a broad and diverse range of internal and external stakeholders, including senior leadership, compliance, legal, COO, CEOs, and Managing Directors.
- Strong understanding of business and regulatory requirements.
- Confident in executive decision-making with the ability to provide guidance on recommended solutions to achieve amicable outcomes.
- Ability to think laterally and demonstrate resilience.
- Ability to work under pressure, coordinate conflicting deadlines, and shift priorities as needed.
- Strong ownership and accountability in seeing complaints and SMRs through to resolution.
- Ability to drive investigations and provide business-focused solutions.

This is a hands-on role that requires flexibility to manage complaints directly and independently while also playing a key role in driving and evolving our complaints management strategy. The role involves managing and enhancing complaints resolution procedures and related activities to ensure continuous improvement and alignment with organizational goals.

**Why Join MUFG Corporate Markets?**
- Be part of a dynamic and inclusive team that values innovation and continuous improvement.
- Opportunities for professional growth and development.

MUFG Pension & Market Services is a global, digitally enabled business connecting millions of people with their assets - safely, securely and responsibly.

Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.

Our MUFG Corporate Markets division provides clients with a comprehensive corporate market offering that connects issuers to their stakeholders. Our uniquely integrated range of corpor