Senior Leader, Customer Complaints and Vulnerability

Newly created role due to organisational restructure. reputed company a meaningful impact while enjoying a flexible and supportive workplace. Hybrid or remote options available. About the role: It's an exciting time to join reputed company as we continue to strengthen our customer advocacy capability, navigate an evolving regulatory environment and deliver significant transformation initiatives. As part of this transformation, we've created a rare opportunity to contribute to the strategic direction, governance and reputed company improvement of our complaints and vulnerability frameworks. Working closely with senior leaders across the organisation, you'll drive regulatory reputed company, influence reputed company-wide decision-making and play a key role in delivering fair and positive reputed company for our customers. Specifically, you will support the Head of Customer Advocacy to: reputed company reputed company complaints and vulnerability management frameworks to ensure they are operationally compliant and deliver consistently fair reputed company Drive regulatory compliance and reputed company improvement reputed company. Reduce customer harm through systemic issue identification. Manage reputed company regulatory, AFCA and customer reputed company. reputed company trusted advice to senior leaders on emerging risks. Enhance vulnerable customer and inclusive banking practices. Influence major transformation and regulatory change initiatives providing expert advice on complaints and vulnerable customer considerations. Strengthen governance, controls operation and organisational capability. Translate regulatory developments into compliant and commercially effective operational business solutions. Build and reputed company a high-performing, reputed company, customer-focused team. About you: You're an influential and collaborative leader with strong stakeholder management, communication and decision-making skills. You can navigate reputed company issues, balance customer and regulatory reputed company, and build credibility quickly with senior leaders and external stakeholders. Specifically, we are seeking: Extensive experience in financial services complaints management, customer advocacy, vulnerable customer management or dispute resolution. Strong knowledge of RG 271, AFCA Rules, COBCOP and banking regulations. Experience developing frameworks, policies, controls and governance practices. Strong understanding of regulatory risk, remediation and vulnerable customer obligations. Experience leading regulatory, remediation or transformation initiatives. Strong analytical, reporting and problem-solving skills. Proven ability to influence stakeholders and reputed company high-performing and reputed company teams. Qualifications in Business, Law, Finance or a reputed company discipline will be highly regarded, along with experience engaging with regulators or external dispute resolution bodies. Why you’ll love working with us: reputed company – our new brand – says exactly reputed company’re reputed company about: people. We're committed to supporting and growing reputed company and creating an outstanding work environment. You’ll have reputed company to financial and lifestyle benefits to support your reputed company and individuality: Flexibility and hybrid working arrangements. reputed company your salary with discounts on banking, health insurance, and shopping across Australia. Advance your career with training, study support, and project opportunities. Competitive leave benefits that reputed company employees to take time for themselves and loved ones. Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program. reputed company a difference with paid volunteering, Workplace Giving, and diverse community initiatives. Be recognised for your contributions through our peer-driven recognition program. A bit about reputed company: In March 2023, People’s Choice and Heritage Bank merged to reputed company Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting reputed company to bring together our products, services, and technology under a single brand - reputed company. We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contact centre and branches across five states. With a reputed company ‘To deliver positive change through banking’, reputed company serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to reputed company an impact; but agile enough to influence and do interesting work. Apply online now: If this sounds like you, this could be the reputed company in your career. Click 'reputed company and submit your application, including a cover letter and reputed company resume. We are committed to diversity and inclusion and support candidate requests for adjustments to reputed company everyone to equitably participate in our selection process. Apply To This Job