As a Manager of the Financial Difficulty and Hardship  you will have a pivotal role in changing the way we solve and provide insight to support and fix complaint issues at root cause. You will have a profound understanding of the regulatory environment for complaints and help develop the strategy to ensure we are leading the industry in terms of outcomes for customers experiencing financial difficulty. 

• Be recognised as a leader, empowered to deliver and succeed 

• Use your passion to lead high performing team 

• Understand vulnerability, hardship and financial stress 

• Foster a culture where fair outcomes are prioritised 

• Strong operational management and WIP discipline  

• Strategic influence and root-cause problem solving 

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else.  Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.   

Each day, you’ll go above and beyond to:   

•  Ensure complaints are resolved quickly, consistently and fairly 

• Balance customer outcomes with regulatory and commercial obligations.  

• Coach teams to have compassionate and effective conversations.  

• Ensure maintain highly respected relationship with AFCA 

• Ensure stakeholders are aware of complaint issues impacting their business 

• Ensure the team runs efficiently and is performing at a high standard. 

• Drive high performance as measured by AFCA feedback, benchmark report and all EDR key metrics. 

• Help inspire others - Drive and uplift capability across  

• Lead and support case managers with AFCA complaints 

• Create a positive team environment for our colleagues and have fun 

We’re looking for the best and brightest to deliver the best for our customers. You’ll need:   

• Deep hardship, complaints and AFCA knowledge  

• Deep understanding of RG 165 and RG 271 

• Knowledge of AFCA responsibilities and how they manage external dispute resolution. 

• Solid experience in conflict resolution, banking, risk or legal within banking and financial services 

• Uncompromising drive, passion, focus, and energy to help innovate and drive change 

• Working collaboratively, great communication skills and building positive relationships with a broad range of stakeholders 

• Strong level of knowledge of regulatory environment and standards. 

• Demonstrated ability to lead high-performance teams 

• Demonstrated ability to instil a strong disciplined operating rhythm 

• Finance/Commercial/ Law or other relevant qualification, legal qualification preferred, but not essential