Manager of Complaint Resolutions

The Manager of Complaint Resolutions plays a vital role in elevating the customer experience at MyState Bank. This dynamic and strategic position involves oversight of internal and external complaints across the group, ensuring regulatory compliance, and proactively addressing the root causes of issues to drive continuous improvement.

A Day in the life:

In the role of Manager of Complaint Resolutions at MyState Bank, a typical day might see you reviewing the latest complaint data, identifying trends, and addressing any urgent issues that have been escalated. You'll engage with various stakeholders, including senior management and regulatory bodies, to ensure that complaint management processes are not only compliant but also aligned with best practice. Throughout the day, you'll work on resolving complex disputes, implementing strategic initiatives to enhance the complaint management framework, and proactively addressing root causes to prevent future issues. Your role involves a mix of hands-on problem-solving, strategic planning, coaching and support, all aimed at delivering better outcomes for both customers and the business.

Is this the role for you?

The ideal candidate for the Manager of Complaint Resolutions role at MyState Bank has at least 5 years of experience in the banking and finance industry. They possess extensive knowledge of the principles and obligations of the complaint process, with a strong understanding of the regulatory and legislative frameworks that govern complaints. Their expertise includes managing cases, tracking complaints, and proactively addressing systemic issues to ensure compliance and improve customer outcomes.

This individual is a strategic thinker with excellent problem-solving skills, capable of matching issues with effective resolutions. They are highly organised, with strong planning and time management abilities, and have a proven ability to influence senior stakeholders and drive cultural and behavioural change within an organisation. With excellent communication skills, they can effectively manage expectations, present insights to executive leadership, and lead initiatives that enhance the complaint management framework while minimising risk.

About us

Oh hi! We're MyState. You might know us as Tasmania's local bank, our group also includes TPT Wealth.

Now employing over 350 people and offering products and services all around Australia, MyState Limited is growing quickly, both in and outside of Tassie. It's a really exciting time to join our team.

We're determined to do things in way they've never been done before and make a real difference in the lives of our customers.

We know we're better when we're in this together and only win when our people, customers and community win too.

Our strategy is bold and brave, and we're growing really quickly. That means lots of failing, learning, and trying again. It takes energy and courage to chase the better every day. Does that sound like you? Could you be the next person we're looking for?

Apply now!

To apply for this role, click "Apply Now" by midnight 25 August 2024. To request a position description or for any further information, please get in touch with us at talent@MyState.com.au.

Employment with MyState is subject to a Bankruptcy, Police and Credit check to verify your suitability to work in the finance sector.

MyState Limited is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive work environment for everyone that works with us. All applicants will be considered for employment regardless of their race, religion, gender identity, sexual orientation, age, or disability.

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