Head Of Service Complaints

Australian Financial Complaints Authority

Melbourne, Victoria, Australia
Not specified; not specified; financial benefits i...
On-site
Leading service complaints function
Dispute resolution in regulated environment
Stakeholder engagement with senior leaders
This role sets the strategic direction for AFCA's service complaints function to ensure independence, best practice, and alignment with regulatory expectations

Job Summary

  • This role sets the strategic direction for AFCA's service complaints function to ensure independence, best practice, and alignment with regulatory expectations.
  • The successful candidate will lead a high-performing team to resolve matters effectively while using data to drive accountability and continuous improvement across the organization.
  • AFCA offers flexible hybrid working arrangements, inclusive leave options including 20 weeks paid parental leave, and recognition as a Best Place to Work.

Matching Summary

This role sets the strategic direction for AFCA's service complaints function to ensure independence, best practice, and alignment with regulatory expectations.

Salary

Not specified; Not specified; Financial benefits include not-for-profit salary packaging

Skills & Requirements

Must-have

  • Leading service complaints function
  • Dispute resolution in regulated environment
  • Stakeholder engagement with senior leaders
  • Data-driven insight into systemic issues
  • Governance and risk management frameworks

Nice-to-have

  • Customer-centric mindset for accessibility
  • Experience in financial services sector
  • Inclusive leadership values
  • Continuous improvement culture championing

Key Requirements

  • Demonstrated experience leading complaint or dispute resolution functions
  • Strong understanding of best-practice complaint handling
  • Proven ability to lead high-performing teams
  • Sound judgment in managing sensitive reputational matters

Work Rights

Not specified

Tailored Resume

Cover Letter