Closing date: Thursday 10th of October, 5pm
Position Description: PD - Manager Internal Dispute Resolution (Aug 2024) (1).docx
Your new role with Bendigo Bank is just a few clicks away. About the role As our Manager Internal Dispute Resolution, you will report to the Head of Consumer Resolution and will bring your seasoned leadership skills along with industry experience to our fabulous team and help shape the future of customer resolution within Bendigo Bank.
As our new Manager, Internal Dispute Resolution you will play a key role in leading the strategic direction and management of the Internal Dispute Resolution Team, at an exciting time of transformation.
You will also drive the operational delivery of complaints management to ensure a high level of quality and consistency across the team.
This includes adherence to RG271 and our risk management frameworks.
As a key escalation point, this role will support the team to quickly investigate and resolve complaints and provide appropriate mentoring and coaching to staff.
You will support the Head of Customer Resolutions in the preparation of regular reporting to risk committees and the Board by contributing key insights, emerging trends, and themes on complaints.
As this role is a key point of insight into our customer experience, you will work closely with and support 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.
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 as prescribed in the Australian Securities and Investments Commission's (ASIC) Regulatory Guide 271 (RG 271).
About you As our new Manager Internal Dispute Resolution, you will bring the following skills:
Previous experience in executing key strategic initiatives Strong senior leadership capability with proven experience in running a complaints team Previous experience in overseeing cross-functional teams' performance against metrics Strong customer-facing experience within the financial industry ideally gained within a credit/banking organization Demonstrated ability to manage resilience and work within tight frames Willingness to learn, think outside the box, and be open to new ideas Experience in change management and transformation of teams Advanced 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 practice The ability to identify and assist complainants who need additional assistance We offer flexible work options that put our people first and a hybrid model of minimum 2 days in a local Head Office per week. This role is a full-time, permanent position 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 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: About us | Bendigo and Adelaide Bank (bendigoadelaide.com.au)
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 adjustment 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 want you to be the best version of you, and to help you achieve that! We know the last few years have been rough, so we have partnered with Sonder as our EAP provider that is so much more than just one-on-one counselling.
At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you. 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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