Head of Dispute Resolution

**Work options**: Hybrid

At the hummgroup we offer a blended approach to working that gives you the flexibility to work at home or in the office depending on what you have on. We ask that you keep our customers front of mind at all times and that you get together with your team a minimum of 3 days a week to connect and collaborate (and attend our #intsaworthy events). The rest is open for discussion.

**We Dream. We Design. We Deliver.**

This is the place where you’ll be hands on. Where new ideas are welcomed and expected.

At every level - and in every role - we’re doers and builders. Not Managers and minders.

**humm**group (formerly flexigroup) is one of Australasia’s most successful and enduring fintech organisations with a proud legacy of rewriting the playbook for digital spending. We help people buy everything, everywhere, every day. Our product ecosystem of buy now pay later, credit cards, and business financing products has been designed around the core needs of today's shoppers, retailers, and small and medium enterprises.

**What's so exciting about this role?**

This critical role leads our team of Dispute Resolution Specialists, responsible for the management and resolution of customer complaints, assisting customers to resolve complex problems and to help them get things back on track when they go wrong.

You are the voice of our customers, sharing their perspectives and experiences, drive continuous improvement and ensures we’re focused on getting the things that matter most, right.

**What Does An Average Day Look Like?**

No day is average at humm but here’s an idea of what you can expect to do in this role:

- Investigate escalated complaints and keep thorough and accurate records
- Liaise directly with complainants and AFCA, throughout the IDR and EDR stages where necessary
- Work to internal and regulatory (AFCA) timeframes at all times
- Provide monthly reporting to the Executive Team, Operational Risk Committee and the Risk and Compliance Committee regarding complaints status, outcomes and trends
- Create accurate and complete information reporting as requested, to ensure that the Operational Risk and Compliance Committee and the Executive Team are continuously informed of dispute resolution issues, escalations, costs and compliance against regulatory timeframes on monthly basis
- Providing leadership, development and coaching to the Dispute Resolution team
- Using data, analytics to drive continuous improvement initiatives in organisational ways of working
- Engaging with AFCA representatives to ensure continued strong relationships
- Acting as a key point of contact in the investigation and response to any Potential or Definite Systemic Issues from AFCA

**Who will thrive in this role?**

You are customer obsessed and want to make a difference in their lives. You thrive in a fast-paced environment and are not afraid to challenge the status quo. You are a visionary leader who will roll up your sleeves to get things done.

We are also looking for someone who:

- Brings a deep expertise in dispute management and the associated regulatory environment
- Can analyse and use data to continuously improve the way we work to enhance our customers experience
- Has strong communication, influencing and interpersonal skills with the ability to confidently present information and insights to diverse audiences
- Knows how to set challenging goals and lead others to exceed objectives
- Bachelor’s degree in Law or Commerce (highly desirable)

And did we mention that we are working in a super-fast-paced environment where change is the only constant? We really mean it so experience working at pace is essential. If this sounds like you then we would love to hear from you