Closing date: Monday October 10th, 5pm Position Description: PD - Manager External Dispute Resolution (Aug 2024) (1).docx
Your new role with Bendigo Bank is just a few clicks away. About the role As our Manager External Dispute Resolution, you will report to the Head of Consumer Resolution and bring your seasoned leadership skills along with industry experience to our fabulous team. You will play a critical role in leading the strategic direction and management of the External Dispute Resolution Team, driving the operational delivery of complaints management to ensure a high level of quality and consistency across the team. You will work alongside the Head of Customer Resolutions and support the preparation of regular reporting to risk committees and the Board by contributing key insights, emerging trends, and themes on complaints.
You will be a key point of insight into our customer experience and will work closely with the Manager, Insights and Continuous Improvement, as well as colleagues to ensure consistent delivery on our customer experience in line with the Bank's cultural values. This will be achieved through fostering a culture of continuous improvement to drive positive customer experiences.
As a key contact in the Bank for the Australian Financial Complaints Authority (AFCA), the Office of the Australian Information Commissioner (OAIC), and other relevant bodies, you will establish and maintain relationships with internal and external key stakeholders to ensure your team receives pertinent information and provides resolutions for complaint responses in a timely manner.
About you As our new Manager External Dispute Resolution, you will bring the following skills:
Previous experience in executing key strategic initiativesStrong senior leadership capability with proven experience in running a complaints teamPrevious experience in overseeing cross-functional team performance against metricsStrong customer-facing experience within the financial industry, ideally gained within a credit/banking organizationDemonstrated ability to manage resilience and work within tight framesWillingness to learn, think outside the box, and be open to new ideasExperience in change management and transformation of teamsAdvanced understanding of Australian financial services regulations, including extensive knowledge of RG271, consumer protection laws relating to financial products and services, BCoP, AFCA approaches, and other relevant industry codes of practiceThe ability to identify and assist complainants who need additional assistanceWe offer flexible work options that put our people first and a hybrid model of a minimum of 2 days in a local Head Office per week. This role is full-time, permanent, based at our Adelaide, Docklands, Bendigo, Brisbane, or Ipswich head office locations.
About Bendigo Bank With over 7,000 employees, we are Australia's fifth largest retail bank with a vision of our purpose – 'to feed into the prosperity of our customers and communities, not off it'. We are one of Australia's most trusted brands, and this isn't something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at!
Find out more about us and our incredible history here.
We believe a diverse workforce supported by an inclusive culture is central to our success, and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustments to accommodate an illness, injury, or disability to equitably participate in the selection process. Our perks and benefits: Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank.We have partnered with Sonder as our EAP provider that offers access to self-help 24/7 or live chat with a team of safety, medical, and mental health professionals.So, what are you waiting for? Come and join the better big bank!
Still in two minds? Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don't tick every box, we still want to see your application!
Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now!
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