We are partnering with this leading Australian financial institution to assist them in securing an experienced Complaints Senior Manager within their growing platforms business.

Reporting to the Head of Governance & Business Improvement, the Senior Manager - Complaints is a key leadership role within the Client Services team that will help deliver exceptional service experience consistently across all contact channels and continually seek to implement improvements as required.

Key responsibilities include:

• Leading the complaints team (approx. 13 people) to deliver customer centred outcomes and meeting all RG271 regulatory requirements
• Lead the team to continuously improve customer outcomes, operational efficiency and risk management culture and process.
• Supporting the development and capability of the complaints team members.
• Contribute to thematic analysis from complaints data to drive improvements to the Adviser and Client experience.
• Delivering operating rhythms that support continuous improvement and fast-paced innovation.
• Drive uplift in risk management framework and culture and incident management in relation to complaints and service experience.
• Develop management reporting for the Platforms executive and leadership team to create awareness of and to track the performance of the complaints team, allocating ownership for addressing direct causes of complaints.
• Maintaining currency and awareness of regulator activity including AFCA and APRA.
• Contributing to the broader team in relation to EDR and RG271 adherence and reporting, including regular board reporting.

Candidate Experience

• Degree qualified (preferred) with extensive experience working in leadership positions within Wealth management;
• Demonstrated ability to lead through operational and/or organisational change;
• Ability to deliver results through others via effective leadership and coaching;
• Sound understanding of the financial services industry, relevant regulators & external dispute resolution bodies (e.g. ASIC, APRA, AFCA), and current and proposed financial services regulatory and legislative requirements
• Capacity for effective problem solving and implementation of continuous improvement
• Capability to produce reporting and insights for submission at a Board level

For more information about this opportunity please contact Tim Carmichael at SMC Executive on 0409154322, otherwise to apply please click on the link below.