External Disputes Resolution Team Manager

An exciting opportunity has arisen for an experienced External Disputes Resolution Manager to join a highly respected organisation in the heart of Melbourne’s CBD. This pivotal role is designed for someone who thrives on supporting others, nurturing talent, and ensuring that customer concerns are addressed with empathy and professionalism. You will be at the forefront of shaping dispute resolution strategies, guiding a dedicated team, and collaborating closely with key internal partners to deliver fair and timely outcomes. The organisation is committed to fostering a supportive environment where your expertise in complaints handling, regulatory frameworks, and alternative dispute resolution methods will be valued and developed. With a focus on continuous improvement and a genuine commitment to customer care, this position offers you the chance to make a meaningful impact while enjoying flexible working opportunities and access to ongoing training. * Play a central role in leading a skilled team of dispute resolution specialists, providing coaching and support to ensure exceptional service delivery for customers facing complex issues. * Utilise your deep understanding of industry regulations and alternative dispute resolution techniques to advise case managers and influence strategic planning within the directorate. * Benefit from a collaborative workplace culture that values your input, encourages professional growth, and supports work-life balance through flexible working arrangements.

What you'll do:

As an External Disputes Resolution Manager based in Melbourne’s CBD, you will play an integral part in ensuring that customer disputes are managed with care, fairness, and efficiency. Your day-to-day responsibilities will centre around guiding your team through challenging cases, offering expert insights into regulatory requirements, and developing robust processes that uphold the highest standards of compliance. You will collaborate closely with various internal partners—ranging from legal advisors to risk professionals—to resolve issues swiftly while maintaining transparency throughout every stage. By championing continuous improvement initiatives and sharing your knowledge generously with colleagues, you will help shape a positive experience for both customers and staff alike. Your ability to handle sensitive matters with discretion will be crucial as you contribute not only to individual case resolutions but also to broader strategic objectives within the directorate.

• Guide, coach, and develop a team of dispute resolution specialists to foster their professional growth and ensure high-quality outcomes for customers.
• Provide expert advice on complaints management processes, including interpreting Australian Financial Complaints Authority (AFCA) terms of reference and relevant industry regulations.
• Contribute actively to the strategic planning and enhancement of dispute resolution procedures by leveraging alternative dispute resolution (ADR) methodologies.
• Oversee the investigation and resolution of complex or sensitive complaints, making well-considered recommendations or determinations as required.
• Build strong relationships with internal stakeholders such as business units, legal teams, risk management, and compliance departments to facilitate effective collaboration.
• Ensure all dispute resolution activities adhere strictly to current legislation, regulatory requirements, and industry standards.
• Identify areas for process improvement within the dispute resolution function, driving initiatives that enhance efficiency and customer satisfaction.
• Prepare detailed reports on dispute resolution performance, analysing trends to inform future improvements and best practices.
• Support the implementation of new policies or changes in response to evolving regulatory landscapes or organisational priorities.

What you bring:

To excel as an External Disputes Resolution Manager, you will bring substantial hands-on experience from roles focused on complaints management or regulatory compliance—ideally within banking or financial services. Your interpersonal skills will shine as you nurture your team’s capabilities while forging trusted connections across departments. A deep understanding of alternative dispute resolution methods will allow you to navigate even the most challenging cases with empathy and tact. Your analytical mindset ensures that no detail is overlooked when investigating issues or identifying patterns for improvement. Above all else, your commitment to upholding ethical standards and delivering fair outcomes will set you apart as a dependable resource for both colleagues and customers.

• Extensive experience managing disputes or complaints within a regulated environment, demonstrating sensitivity towards customer needs.
• Proficiency in applying alternative dispute resolution (ADR) techniques to achieve mutually agreeable outcomes.
• Strong analytical skills paired with sound judgement when navigating complex situations or making recommendations.
• Excellent communication abilities that enable you to explain intricate concepts clearly while building rapport with diverse stakeholders.
• A proven track record in coaching teams effectively—supporting their development while maintaining high morale.
• Familiarity with relevant legislation, industry standards, and regulatory frameworks governing complaint handling in financial services.
• Demonstrated capacity for stakeholder management across multiple business functions including legal, risk, compliance, and operations.
• Experience preparing comprehensive reports that identify trends or highlight opportunities for process enhancements.
• Background in banking or financial services is highly desirable as it provides valuable context for resolving sector-specific disputes.

What sets this company apart:

This organisation stands out for its unwavering dedication to creating an inclusive workplace where everyone feels supported in their personal growth journey. Employees benefit from flexible working opportunities designed to promote work-life harmony alongside access to extensive training resources that encourage lifelong learning. The company’s collaborative ethos means your contributions are recognised at every level—whether you’re mentoring junior staff or partnering with senior leaders on strategic projects. With a reputation for prioritising customer wellbeing while embracing innovation in service delivery, this is an ideal environment for those who value teamwork, integrity, and continuous improvement. You’ll find yourself surrounded by knowledgeable professionals who share your passion for making a positive difference through compassionate problem-solving.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply, please click "Apply" or contact Ali Alpe on +61 3 8628 2166 or ali.alpe@robertwalters.com.au for a confidential discussion.