Closing date: Sunday, 22^nd June 2025 (midnight) Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now!

Position Description: PD - Manager Resolution Insights and Continuous Improvement.pdf

Location: Bendigo, Adelaide or Melbourne. 

We’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. We’re united in our belief that in banking, better can be bigger, and together we’re making it happen. 

As the Manager, Resolution Insights and Continuous Improvement, you will bring your people orientated mindset to lead a high performing team and be responsible for ensuring the Customer Resolutions business unit is operating efficiently, compliantly and providing meaningful complaints insights.

You will bring your incredible stakeholder engagement skills, customer focus & deep complaints management knowledge to work closely with the Head of Customer Resolutions to transform and deliver a positive complaint management experience for our customers. As a leader you will consistently look for opportunities of continuous improvement of processes, procedures, templates and systems required by the Resolutions team to ensure they operate in accordance with RG271.

As our Manager, Resolution Insights and Continuous Improvement, you will be responsible for delivering the end-to end QA framework for the management of Complaints at the Bank and the preparation of regular complaints reporting. Furthermore, you will produce regular reporting that will include insights and learnings from complaints customer vulnerability and QA data for relevant business areas and notable actions and insights to improve the customer experience.

You will lead a team of analysts to identify key drivers of complaints and the root cause to make meaningful change across the enterprise for better customer outcomes. You will regularly undertake complaint data analysis to identify early, systemic issues for the attention of relevant business areas. Manage potential and confirmed systemic issues, as required under RG271 and through AFCA’s Systemic Issues process.

As our new Manager, Resolution Insights and Continuous Improvement, you will bring the following skills:

• Dispute resolution experience
• Analytics and reporting experience
• Experience in business and compliance quality assurance
• Risk management experience
• Leading teams in operational or customer service areas
• Highly developed reporting and analysis skills
• Knowledge of RG271, and other relevant codes relevant to complaint management
• Leadership and coaching skills
• Superior attention to detail and analytical thinking
• Ability to investigate and apply appropriate judgement to complex situations
• Demonstrated ability to manage own resilience and work
• Data visualisation and skills (PowerPoint, excel, PowerBi, SQL)
• Working in complex environments where investigation and judgement needs to be applied

We offer flexible work options that put our people first and a hybrid model of minimum x3 days on site.  

This role is a full time, permanent role, based at either our Melbourne, Adelaide or Bendigo locations.

Please note, all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.

Please contact the Recruiter for this vacancy for a confidential discussion if there are any concerns meeting this requirement during the application process, or if you would like to discuss the position further.   

Recruiter Name:  Natalie Cornell - Senior Talent Acquisition Advisor
Recruiter Email:  natalie.cornell@bendigoadelaide.com.au 

For more information, check out the Application Process for Internal Candidates page.