National Complaints Manager

at  Link Group

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.
• 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.
• Share registry experience highly regarded; experience in financial services is essential.
• 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.

ABOUT THE ROLE:

As the National Complaints 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.
Location: Parramatta (primary preferred location) and Melbourne CBD.