AddressAbout the role
Review and provide advice on complaints to ensure timely resolution
Conduct periodic reviews of AFCA complaints to ensure commercial and early resolution and to minimise risk
Work with Managers to meet business targets and develop their teams’ dispute resolution skills and knowledge
Role Location: 833 Collins Street, Docklands VIC 3008
Role Type: Permanent Full-Time
The role is a specialist advisory role in the ANZ Customer Resolution Portfolio which works to ensure complex complaint cases, particularly those referred by the Australian Financial Complaints Authority (AFCA) to ANZ, are resolved effectively to minimise risk to ANZ and ensure customer centric, commercial, and timely resolutions.
As the Dispute Resolution Manager (DRM), you will provide specialised business and compliance expertise to complaints case managers and advise on AFCA terms of reference/practices and relevant industry regulations. You will coach and develop strong dispute resolution skills across the complaints teams and ensure effective and productive relationships with ANZ’s internal business, legal, risk and compliance teams. You are also expected to provide coaching to complaints staff and leaders relating to regulatory changes, systemic issues, and AFCA insights.
You will manage complex complaints, systemic issues, and executive complaints through to resolution as required, including tribunal matters, ensuring accountable leaders, operational risk and compliance and assurance partners are engaged and informed through the process, in line with operational risk and compliance policies and frameworks.
Further to this, you will be responsible for building the capability of our people to meet changing customer needs - in order to make it easier for customers to have their problems resolved, and to help ANZ achieve the highest customer satisfaction of the major banks.
What will you bring?
To be successful in the role, you will have the following:
Working financial compliance knowledge with proven banking/financial and dispute resolution experience (FOS/AFCA experience highly regarded)
Strong customer and process improvement focus
Excellent conciliation, mediation, and negotiation skills
Coaches and develops others
Excellent communication skills (written and verbal)
Highly motivated, team focused and results oriented
So, why join us?
At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.
We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.
A happy workplace is a thriving one. So to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.
We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you. Some of the work we do can be done from home, and some from an ANZ workplace – it’s all about what works for your team, and above all else, our customers!
We want to make sure everyone has an inclusive and supportive experience throughout our recruitment process and when joining ANZ. If you are a candidate with a disability and require adjustments to our recruitment process or the role itself let us know how we can provide you with additional support.
To find out more about working at ANZ or to view other opportunities visit www.anz.com/careers. You may apply for this role by visiting ANZ Careers and searching for reference number 23614.
Job Posting End Date
17/10/2022
, 11.59pm, (Melbourne Australia)
