Complaints Team Manager

If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.

For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

Help people create their tomorrow, while you create yours

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

How you'll make an impact

This role creates impact by supervising the day-to-day delivery, performance and capability of a team of Complaints Specialists. The role is accountable for achieving operational targets, service standards and regulatory timeframes within the complaints function, while supporting fair customer outcomes, effective workload management, quality complaint handling and consistent application of RG 271 requirements.

In this role, you will:

• Team supervision and operating rhythm: Supervise the day-to-day workload, priorities, team rhythm and delivery of Complaints Specialists, supporting achievement of operational targets, service standards and regulatory timeframes.
  
• Coaching and capability: Coach team members through feedback, calibration, knowledge sharing and targeted development to improve complaint handling quality, customer communication and confidence in managing varied matters.
  
• Complaint progression and RG 271 compliance: Oversee complaint progression within role scope, including complex or sensitive matters where appropriate, and reinforce compliant capture, acknowledgement, timeframes, written responses, delay notices, record keeping and escalation
  
• Quality and customer outcomes: Review complaint files, outcomes and communications to support accurate, fair, well-evidenced and empathetic outcomes, including appropriate support for customers experiencing vulnerability, hardship or additional needs.
  
• Risk, themes and improvement: Identify complaint themes, quality issues, risks and potential systemic issues,
  escalate through agreed channels, and support practical improvements to processes, controls, templates and ways of working.
  
• Insights and reporting: Use complaint data, quality results and management information to monitor team performance, identify priorities, support governance updates and contribute to informed business improvement.
  
• Stakeholder engagement: Work with operations, product, risk, compliance, legal and leadership stakeholders to gather information, resolve barriers and progress timely, fair and defensible complaint outcomes, escalating where ownership, delay or quality concerns may affect outcomes

What you will bring to the team

Ideally, you will bring the following experiences to this role:

• Minimum 3 working in complaints, dispute resolution, case management or financial services, with exposure to service standards, workload management and regulatory timeframes.
  
• Working knowledge of RG 271 internal dispute resolution requirements, including complaint capture,
  acknowledgement, timeframes, written responses, delay notices, record keeping and escalation obligations.
  
• Experience handling or supporting complex, sensitive or escalated complaints, with the ability to contribute
  to fair, timely, well-reasoned and defensible outcomes.
  
• Experience supporting team performance, coaching, workload prioritisation or capability uplift in an operational or case management environment.
  
• Understanding of financial services products, operational processes, risk and compliance obligations relevant to complaint handling.
  
• Ability to use complaint data, quality results or management information to identify themes, support
  performance conversations and contribute to process improvement.
  
• Relevant tertiary or industry qualification in business, finance, law or a related discipline is desirable, or equivalent industry experience

You’ll thrive