Manager, Internal Dispute Resolution

As an instrumental part of the management team you will be responsible for leading internal oversight whilst partnering with Vendors to deliver quality dispute and error resolution for members.

you will be effectively managing the Dispute Resolution program end to and whilst further advancing member experience.

We are looking offer a technical specialist across IDR who will be responsible in building and the continuous improvement of the internal processes whilst working with the Executive management team and outsourced partner to look and address systemic issues.

Main Duties:

• Management of internal and external dispute resolution program of work and regulatory obligations on behalf of the Fund
• Complete initial analysis of the Root Cause of complaints, and liaise with Compliance to ensure that controls are appropriately enhanced if needed.
• Manage the relationship with external service providers and monitor performance effectiveness
• Manage relationships with internal stakeholders and support adherence to dispute resolution policy and process
• Develop strategic initiatives across the fund to support effective dispute identification,
• Liaise with Compliance as necessary relating to complaints;
• Assist with representing the fund at Superannuation Complaints Tribunal and Australian Financial Complaints Authority conciliation conferences; o
• Implementation and management of related legislative change including RG271
• Liaise with Compliance as necessary relating to complaints;
• When necessary, respond to correspondence from SCT/AFC

Required Skills:

• Strong understanding of superannuation legislation and administration
• Ability to communicate, educate and influence others to set and achieve targets and results
• Well-developed and commercially focused problem solving and decision-making skills
• Experience Managing Dispute Resolution function of financial services or similarly heavily regulated entity
• Organisational skills - ability to work under pressure and meet deadlines, have sound time management and prioritisation skills
• Excellent verbal and written communication skills
• Customer focused team player

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Mel Munro on 03 8628 2203 for a confidential discussion.