Complaint Resolution Manager at CMC Markets

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

10 Feb, 26

Salary

0.0

Posted On

12 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaint Resolution, Client Advocacy, Regulatory Compliance, Team Leadership, Analytical Skills, Communication Skills, Coaching, Mentoring, Documentation, ASX Knowledge, Financial Markets, Ombudsman Complaints, Time Management, Problem Solving, Attention to Detail, Strategic Advising

Industry

Financial Services

Description

If you also believe that everyone should be able to achieve their financial potential, then you’ll love contributing to CMC Markets’ company vision of providing the ultimate trading experience. Seize the opportunity to progress your career in the fintech industry by joining a global leader in CFD trading and share investing. Grow yourself personally and professionally with a company that’s growing with you, by global expansion and product offering. Step into a leadership role where you'll make a genuine difference every day. As our Complaint Resolution Manager, you'll guide a dedicated team of two direct reports in turning challenging client situations into opportunities for trust and resolution. Your work will directly shape how clients experience CMC Markets during their most critical moments, and you'll see the tangible impact of your leadership through improved outcomes and stronger relationships. You'll develop expertise that sets you apart in the financial services industry. Working across both CFD and Stockbroking businesses, you'll gain deep insights into complaint trends, regulatory frameworks, and systemic improvements that drive real change. This role positions you perfectly for senior operational leadership, whether you aspire to head up larger business operations teams or specialise further in compliance and client experience leadership. Why You'll like working here Just some of the reasons you’ll love working here include: Leave benefits: Accrue 5 additional annual leave entitlements each year called My Days, as well as enjoying 5 extra annual leave days once you pass 12 months. Enjoy your birthday off to spend time with family and friends, on us! Utilise a free annual charity day to give back to your community. $0 Trades: Staff & family trading accounts with CMC Markets Invest have access to the best brokerage rates in the market - $0 trades for all domestic and international equity orders! Continuous learning: Our L&D offering covers both technical and performance training, ensuring you're always learning new skills. Unlimited access to a dedicated benefits & wellbeing hub where you can save money through various retailer discounts, and make use of a variety of resources that will enhance your physical and mental wellbeing Collaboration: We believe that great things happen when smart people work together, that’s why we’ve made the decision to work five days in the office. Office perks: Help yourself to free breakfast cereals, condiments, and coffee to fuel your workday. Our culture club provides opportunities for everyone whether you’re into fitness, pizza making classes, socialising or bringing out your competitive side in trivia or lawn bowls! What you’ll be working on Your days will be varied and engaging as you'll lead your team through resolving client complaints (both verbal and written) making sure every interaction is handled with care and professionalism. A big part of your role is about people development: you'll coach and mentor team members, helping them grow through ongoing training and support. You'll also own the complaints management process itself, refining our approach, maintaining documentation, and ensuring we meet all regulatory timelines. This includes staying on top of ASIC guidelines and managing our relationships with AFCA and FSCL. Think of it as part leadership, part detective work, and part strategic advisor, all aimed at creating better outcomes for clients and strengthening our business. What will help you be successful? You're someone who communicates brilliantly, both in writing and in conversation, with the attention to detail that catches what others might miss. Your analytical mind helps you spot patterns and connect dots that lead to meaningful improvements. You know the ASX and local financial markets well, and you're comfortable navigating the regulatory landscape. Managing multiple deadlines comes naturally to you, whether they're internal priorities or external regulatory requirements. It would be great if you have your RG 146 qualification and you've already navigated a few Ombudsman complaints in your career. That said, if you've been working in complaint resolution, client advocacy, or regulatory compliance roles within financial services and you're ready to lead a team, we'd love to hear from you regardless. You must hold full working rights in Australia to be eligible for this role. The things we live by CMC Markets is powered by our people. We are an equal opportunities employer and are committed to creating a diverse and inclusive workplace, where our people feel confident to be themselves, feel valued and are able to do their best work. We don’t just value differences and unique perspectives, we seek them out and we invite them in, because we know it will lead to better outcomes for everyone Click on the link to find out more about the things we live by at CMC Markets CMC Markets - Culture Video We’re always on the lookout for great people, so even if you don’t feel you are a 100% fit, apply with your up-to-date CV and we’ll consider you for this role and any other suitable opportunities across the business. We look forward to hearing from you! Please be vigilant when applying for jobs online. CMC Markets will never request personal identification details, such as Date of Birth or Tax File Number prior to an offer being made. If your initial application is successful, regardless of whether you've applied directly or through an approved recruiter, you will always liaise with a representative from CMC's Talent Acquisition team. We will only discuss a role you have formally applied for via phone or email (CMC Markets email address); and never via Facebook or Telegram. CMC Markets is one of the world’s first ever fin-tech companies and was launched in 1989 to break down the barriers of financial trading and make trading accessible to everyone. Our mission is to use our award-winning, Next Generation trading platform and unparalleled client service to empower millions of people to have the best trading experience out there. Our clients can trade on thousands of instruments using the best technology, supported by sophisticated charting, competitive pricing and automated execution. We're trusted by investors globally, but also by banks, brokers, funds and trading desks though our top-tier liquidity institutional offering, enabling these businesses to expand into new markets and increase revenue potential. We were recently listed on the FTSE250, and our business continues to go from strength to strength as we continue to invest in our technology and our people.

Responsibilities

Lead a team in resolving client complaints while ensuring professionalism and care in every interaction. Own the complaints management process, refining approaches and maintaining documentation to meet regulatory timelines.