Head of Complaints

**About us**

Rabobank is the world’s leading specialist in food and agribusiness banking. One of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients. Our commitment to our employees and clients is at the heart of everything we do.

At Rabobank our culture is unique, because every day our people work knowing that we are all playing our part in supporting our farmers to feed the world. Our culture is focused on growing each other. We strive to create an open, balanced and flexible workplace where people feel that they belong, can be open and honest and are supported.

**About the role**

The Head of Complaints reports to the General Manager Strategy, Marketing & Client Experience and is responsible for the delivery of an effective end to end complaints management process and integration with the relevant frameworks. An effective complaints management process delivers benefits to our clients, employees and community whilst also meeting our regulatory obligations, and is aligned to the central pillar of Rabobank’s strategy of having an excellent customer focus.

This is a leadership role and is key to the effective implementation and monitoring of the adherence to relevant policies and standards, and maintenance of processes and procedures. This role will lead a centralised complaints handling function and will also be responsible for the analysis, monitoring and reporting activities associated with complaints handling. This role will be a key stakeholders and work with Risk and Compliance staff across both the first and second lines of responsibility as required for any impacted compliance requirements driven from local legislation and Group Policy requirements (based on Global and European legislation) relating to Complaints Handling requirements.

The role works with key stakeholders to provide independent analysis, insights, reporting and communication of complaints management data to inform business on thought leadership, initiatives and improvement opportunities that align with Rabobank’s strategy.
- Bachelor of Laws/Commerce/Economics/Business or relevant industry qualification, or proven solid banking and finance expertise
- Experience gained within Banking or financial services industry in a related function.
- In depth understanding of complaints handling processes and regulatory requirements in the Australian financial services sector, gained through significant previous experience in this area
- Solid understanding of Australian regulatory environment and requirements in relation to incidents and breaches.
- Highly effective written communication, verbal communication and presentation skills to effectively liaise and communicate with external and internal audiences
- Strong interpersonal, negotiation and influencing skills
- Knowledge of agriculture and agribusiness in Australia and New Zealand is advantageous

**Our Values, Vision and Mission**

Rabobank Australia fully embraces inclusion and belonging and delivers positive experiences for our people and clients. Our great working conditions, broad learning and development programmes and the opportunity to work together for the greater good are reasons why our employees love working here. We are committed to our values; we are client focussed, action oriented, purposeful and courageous in our work. We are professional and considerate and bring out the best in each other and are committed to keep learning. We have an open culture, where you can be yourself and be valued for who you are.

**What we're proud to offer you**:

- As part of our well-being offering, we also have Wellbeing Leave. These extra leave days can be used in a way that helps achieve greater work/life balance. It’s just another way we are helping our employees to lead happier, healthier and more fulfilling lives.
- Rabobank values the development of its people and has a great Education Assistance Program to assist with professional development.
- An inclusive Parental Leave policy that supports you and your family while giving you the freedom and flexibility to enjoy this special time (Primary carer up-to 14 weeks paid leave)
- We realise sometimes 4 weeks Annual Leave isn't enough At Rabobank we provide an incentive for eligible employees to receive 1 extra week Annual Leave. With an option to also purchase another 2 weeks Annual Leave.
- Rabobank recognises that employees need to protect their financial wellbeing, in the event of serious illness, injury, or even death. Rabobank provides eligible permanent employees with employer-funded Death, Temporary & Permanent Disability (TPD) and Income Protection Insurance.
- As part of Rabobank's global Corporate Social Responsibility, Workplace Giving aims to encourage employees to contribute to our community. Rabo Workplace Giving program matches employee donations to selected Social Partners.

**_ Rabobank is committed to diversity and inclus