Senior Manager - Complaints
About the job
The Senior Manager, Complaints at Lendi Group is a pivotal position that drives the end-to-end complaints management function, ensuring fair customer outcomes and regulatory compliance. This role is essential in shaping the customer experience and enhancing the company's reputation in the property finance sector. Collaboration and innovation are at the heart of the teamâs approach, fostering a supportive environment where everyone can thrive.
You'll be responsible for
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Leading complaints management
Leading the end-to-end complaints management function across Internal Dispute Resolution and External Dispute Resolution, ensuring compliance with regulations.âïž
Overseeing team operations
Overseeing day-to-day Complaints Team operations, including intake, triage, investigation, and remediation.đ±
Coaching and developing team
Leading, coaching, and developing the Complaints Team, driving quality and a strong risk and compliance culture.Key criteria
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Extensive complaints management experience
Proven background in complaints management within financial services.View
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Leadership in regulated environments
Demonstrated experience leading a complaints or dispute resolution team.View
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Knowledge of regulatory guidelines
Deep understanding of ASIC RG 271 and AFCA processes.View
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