ANZ Wealth Complaints Manager

Location: Sydney CBD, New South Wales
Contract Type: Permanent
Specialisation: Banking & Financial Services
Salary: Negotiable
REF: BBBH233527_1559544700

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.