ANZ Wealth Complaints Manager
The Complaint Manager will be responsible for the development of the strategic direction of complaints for Superannuation and Investments in line with industry best practice and the implementation of the strategy across IDR and EDR and will be accountable for ensuring a strong relationship with AFCA.
The main responsibilities of the role will include:
Driving Customer Centric Culture within the Wealth Complaints Resolution Centre
- Achieving Customer satisfaction targets
Delivering effective dispute resolution services to resolve Customer complaints
Implementing agreed initiatives to support strategic agenda across IDR and EDR
Ensure regulatory compliance of complaint processes across IDR and EDR
Reduce the risk profile of wealth complaints
Implementing new root cause and insight analytics framework and team to drive customer focus and complaint reduction
Effective stakeholder management across other complaint teams and business unit relationships
The ideal candidate will possess superannuation skills, strong stakeholder management experience and strong people leadership to drive performance.
For a confidential chat, please contact Dijana Macinko at Ambition.