Complaints Resolution Manager

at  Link Group

LOCATION: PARRAMATTA

Are you a skilled Complaints Manager with a passion for delivering exceptional service within the financial services industry? Join MUFG Corporate Markets as our National Complaints Manager and lead the charge in developing and maintaining a robust and transparent complaints resolution process. This role is pivotal in ensuring effective complaints management and driving continuous improvement across our organization.

EXPERIENCE & PERSONAL ATTRIBUTES:

• Proven experience in complaints management within the financial services industry, share registry experience is highly regarded
• High attention to detail with exceptional written and verbal communication skills.
• Ability to work autonomously and be the subject matter expert for complaints.
• Proven ability to engage a broad and diverse range of internal and external stakeholders, including senior leadership, compliance, legal, COO, CEOs, and Managing Directors.
• Strong understanding of business and regulatory requirements.
• Confident in executive decision-making with the ability to provide guidance on recommended solutions to achieve amicable outcomes.
• Ability to think laterally and demonstrate resilience.
• Ability to work under pressure, coordinate conflicting deadlines, and shift priorities as needed.
• Strong ownership and accountability in seeing complaints and SMRs through to resolution.
• Ability to drive investigations and provide business-focused solutions.
  This is a hands-on role that requires flexibility to manage complaints directly and independently while also playing a key role in driving and evolving our complaints management strategy. The role involves managing and enhancing complaints resolution procedures and related activities to ensure continuous improvement and alignment with organizational goals.

ABOUT THE ROLE:

As the Complaints Resolution Manager, you will oversee the end-to-end complaints resolution procedures, ensuring a smooth and effective process both internally for key stakeholders and externally for investors and dispute resolution providers. You will play a key role in identifying process improvements, providing coaching, and developing strategic initiatives to enhance our service offerings.