Senior Manager - Complaints
- Lead the end-to-end complaints management function across Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR), ensuring compliance with RG 271, AFCA rules and internal SLAs.
- Oversee day-to-day Complaints Team operations, including intake, triage, investigation, written responses, conciliations and remediation.
- Act as senior owner for AFCA matters, ensuring high-quality submissions and timely implementation of determinations and agreed outcomes.
- Own and maintain the Customer Complaints Handling Policy, SOPs, controls and templates, ensuring they remain compliant and consistently applied.
- Identify and escalate potential systemic issues, partnering with the business to manage corrective actions and remediation.
- Oversee the complaints system of record, ensuring accurate case management, data integrity and effective reporting (including regulatory and governance reporting).
- Provide subject matter expertise for regulatory enquiries, audits and lender reviews relating to complaints and IDR.
- Lead, coach and develop the Complaints Team, driving quality, capability and a strong risk and compliance culture.
- Extensive experience in complaints management, dispute resolution or similar, preferably within financial services.
- Demonstrated leadership experience leading a complaints or dispute resolution team in a regulated environment.
- Deep working knowledge of:
- ASIC Regulatory Guide 271 – Internal Dispute Resolution
- AFCA complaint handling processes and fairness expectations
- Relevant consumer credit and financial services obligations (e.g. NCCP, National Credit Code, privacy, general ASIC conduct expectations).
- Strong skills in complaints analytics and reporting.
- Ability to manage complex/sensitive complaints, including vulnerable customers and high impact AFCA matters, with sound judgement and clear written reasoning.
- Demonstrated ability to influence and partner with senior stakeholder and represent the function in regulatory and governance forums.
- Experience working with or within AFCA or a comparable EDR scheme.
- Experience in designing and implementing complaints dashboards or data environments.
Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence.
We support our people in a variety of ways, but a few of the benefits that our people rave about include:
- A vibrant, relaxed, yet professional culture.
- Hybrid working arrangement designed to support work-life balance, while fostering meaningful connection and collaboration.
- A holistic wellbeing programs offering 24/7 support, including medical, mental health, and financial wellbeing services to enable our workforce to thrive at home and work.
- generous paid Parental Leave: we celebrate our growing Lendi Group family with 18-26 weeks leave for primary carers and up to 4 weeks for secondary carers.
- An additional week’s Loyalty Leave each year after reaching 3 years’ service.
- Wellness initiatives with a strong focus on psychological safety.
We’re committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace.
Our culture is guided by our 3 core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. Our values are part of our core DNA that helps Lendi Group attract, engage and evolve talent and build best-in-class products.
Feeling like you don’t meet all the skills listed? That’s ok; we are always on the lookout for different skills, experience, and qualities and so we’d still like to hear from you.
