Senior Leader, Customer Complaints and Vulnerability at People First Bank

, , Australia -

Full Time

Start Date

Immediate

Expiry Date

28 Sep, 26

Salary

0.0

Posted On

30 Jun, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaints Management, Vulnerability Management, Regulatory Compliance, Stakeholder Management, Governance, Risk Management, Dispute Resolution, Strategic Planning, Team Leadership, Analytical Skills, Problem Solving, Reporting, Policy Development, Customer Advocacy, Remediation, Regulatory Reporting

Industry

Financial Services

Description

* Newly created role due to organisational restructure. * Make a meaningful impact while enjoying a flexible and supportive workplace. * Hybrid or remote options available. About the role: It's an exciting time to join People First Bank as we continue to strengthen our customer advocacy capability, navigate an evolving regulatory environment and deliver significant transformation initiatives. As part of this transformation, we've created a rare opportunity to contribute to the strategic direction, governance and continuous improvement of our complaints and vulnerability frameworks. Working closely with senior leaders across the organisation, you'll drive regulatory excellence, influence enterprise-wide decision-making and play a key role in delivering fair and positive outcomes for our customers. Specifically, you will support the Head of Customer Advocacy to: * Lead enterprise complaints and vulnerability management frameworks to ensure they are operationally compliant and deliver consistently fair outcomes * Drive regulatory compliance and continuous improvement outcomes. * Reduce customer harm through systemic issue identification. * Manage complex regulatory, AFCA and customer matters. * Provide trusted advice to senior leaders on emerging risks. * Enhance vulnerable customer and inclusive banking practices. * Influence major transformation and regulatory change initiatives providing expert advice on complaints and vulnerable customer considerations. * Strengthen governance, controls operation and organisational capability. * Translate regulatory developments into compliant and commercially effective operational business solutions. * Build and lead a high-performing, engaged, customer-focused team. About you: You're an influential and collaborative leader with strong stakeholder management, communication and decision-making skills. You can navigate complex issues, balance customer and regulatory outcomes, and build credibility quickly with senior leaders and external stakeholders. Specifically, we are seeking: * Extensive experience in financial services complaints management, customer advocacy, vulnerable customer management or dispute resolution. * Strong knowledge of RG 271, AFCA Rules, COBCOP and banking regulations. * Experience developing frameworks, policies, controls and governance practices. * Strong understanding of regulatory risk, remediation and vulnerable customer obligations. * Experience leading regulatory, remediation or transformation initiatives. * Strong analytical, reporting and problem-solving skills. * Proven ability to influence stakeholders and lead high-performing and engaged teams. Qualifications in Business, Law, Finance or a related discipline will be highly regarded, along with experience engaging with regulators or external dispute resolution bodies. Why you’ll love working with us: People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment. You’ll have access to financial and lifestyle benefits to support your success and individuality: * Flexibility and hybrid working arrangements. * Extend your salary with discounts on banking, health insurance, and shopping across Australia. * Advance your career with training, study support, and project opportunities. * Competitive leave benefits that empower employees to take time for themselves and loved ones. * Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program. * Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives. * Be recognised for your contributions through our peer-driven recognition program. A bit about People First Bank: In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank. We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contact centre and branches across five states. With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work. Apply online now: If this sounds like you, this could be the next step in your career. Click 'Apply' now and submit your application, including a cover letter and current resume. We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.

Responsibilities

Lead the enterprise complaints and vulnerability management frameworks to ensure regulatory compliance and fair customer outcomes. Drive systemic issue identification to reduce customer harm and provide strategic advice to senior leaders on emerging risks.