Closing date: Thursday 10th of October, 5pm
Position Description: PD - Manager Internal Dispute Resolution (Aug 2024) (1).docx 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.
In this role, you will lead the strategic direction and management of the Internal Dispute Resolution Team during an exciting time of transformation. You will drive the operational delivery of complaints management to ensure a high level of quality and consistency across the team, including adherence to RG271 and our risk management frameworks. As a key escalation point, you will support the team to quickly investigate and resolve complaints while providing mentoring and coaching.
You will assist the Head of Customer Resolutions in preparing regular reports for risk committees and the Board by contributing key insights, emerging trends, and themes on complaints. Furthermore, you will work closely with the Manager, Insights and Continuous Improvement to ensure consistent delivery of customer experience aligned with the Bank's cultural values, fostering a culture of continuous improvement.
You will establish and maintain relationships with internal and external key stakeholders to ensure your team receives pertinent information and provides timely resolutions for complaint responses 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 Experience overseeing cross-functional team performance against metrics Strong customer-facing experience within the financial industry, ideally in a credit/banking organization Demonstrated ability to manage resilience and work within tight deadlines Willingness to learn, think outside the box, and be open to new ideas Experience in change management and team transformation Advanced understanding of Australian financial services regulations, including extensive knowledge of RG271, consumer protection laws, BCoP, AFCA approaches, and other relevant industry codes of practice Ability to identify and assist complainants needing additional support We offer flexible work options that put our people first with 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 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 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, offering 24/7 self-help access or live chat with professionals for any life challenges. 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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