Job description

Your new company

Your new role

• Leading the end-to-end management of internal and external complaints, including AFCA/EDR matters
• Identifying complaint trends, systemic issues, and root causes to recommend process improvements
• Supporting the ongoing development of IDR/EDR frameworks and reporting requirements
• Ensuring compliance with ASIC RG 271 timeframes and procedural requirements
• Overseeing hardship processes and ensuring customers experiencing vulnerability or financial difficulty are supported appropriately
• Assessing complex hardship applications in line with NCCP Act obligations and internal policies
• Coaching and guiding frontline teams to identify and respond to hardship and complaint matters effectively
• Working closely with senior leaders, operational teams, regulators, AFCA, ASIC, financial counsellors, and advocacy groups

What you'll need to succeed

• Minimum 5 years’ experience across complaints management, hardship, compliance, AFCA/EDR, banking, finance, credit, or debt collection
• Strong working knowledge of ASIC RG 271, AFCA Rules, NCCP hardship obligations, privacy legislation, and consumer protection requirements Word]
• Proven experience managing complex escalations, high-risk complaints, vulnerability matters, and regulatory reporting
• Strong written and verbal communication skills, including submissions, executive reporting, and regulator correspondence
• High emotional intelligence, resilience, and sound judgement when dealing with complex or sensitive customer circumstances
• Experience designing or improving complaints and hardship frameworks, QA models, systems, and training programs
• Strong stakeholder engagement skills and the ability to lead teams across multiple locations

What you'll get in return

• 160k + super + annual bonus

You will have the opportunity to step into a senior leadership role where you can make a genuine impact on customer outcomes, complaint reduction, hardship support, and regulatory best practice. This is a great opportunity for someone who enjoys process improvement, stakeholder engagement, and leading a specialist team within a regulated environment.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to .

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.