Senior Manager, Complaints

Job Description

If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.

For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

How you'll make an impact

At the heart of AMP's strategy for North is the relationship with our Advisers and their practice. Our Adviser Value Proposition (AVP)is to deliver a service experience that is expert, personalised, consistent and timely to them and to their clients. The key is to help Advisers realise goals for their clients thereby creating value for them and our shareholders. Our aim for North is to deliver an exceptional service experience consistently across all contact channels and continually seeking to improve where required.

The role will be responsible for leading the Platforms Complaints team to enable the effective management, recording and applicable resolution of complaints, adhering to RG271 obligations. In addition the role will work closely with senior stakeholders on the execution of improving the customer outcomes and operational effectiveness of the team and to develop and maintain reporting to identify the direct cause of complaints and dissatisfaction and actions to address.

The Senior Manager, Complaints role is a key role in the administration and support services function.

• Leading the complaints team to deliver customer centred outcomes and meeting all RG271 regulatory requirements
• Lead the team to continuously improve customer outcomes, operational efficiency and risk management culture and process.
• Supporting the development and capability of the complaints team members.
• Contribute to thematic analysis from complaints data to drive improvements to the Adviser and Client experience.
• Delivering operating rhythms that support continuous improvement and fast-paced innovation.
• Drive uplift in risk management framework and culture and incident management in relation to complaints and service experience.
• Develop management reporting for the Platforms executive and leadership team to create awareness of and to track the performance of the complaints team, allocating ownership for addressing direct causes of complaints.
• Maintaining currency and awareness of regulator activity including AFCA and APRA.
• Contributing to the AMP Customer Solutions team in relation to EDR and RG271 adherence and reporting, including regular board reporting.

The main focus areas of the role include:

• Effectively manage the team to investigate and respond to Internal Dispute Resolution (IDR) complaints by providing exceptional customer service which meets the expectations of AMP's customers.
• Maintain complaints governance and assurance for the North teams by being aware of the AMP Complaints Policy and regulatory guidelines for complaints management.
• Ensure accurate recording and maintenance of the customer and dispute information relevant to the resolution of complaints /disputes.
• Ensure complaints/disputes are resolved within the agreed service and quality standards.
• Execute delegated levels of authority to effectively resolve complaints /disputes by evaluating policies and applying discretion while balancing the needs of the customer and the business.
• Lead and manage a team of diverse skills, capabilities, and experience enabling them to meet business strategies and goals
• Identify skills and coaching requirements and resulting career pathway required for the team
• Working with existing team managers to develop the purpose and culture across the end to end specialist servicing and administration servicing teams
• Active development and ongoing improvement of case management standards, quality assurance and the level of service delivered to stakeholders
• Lead the improvement of operational excellence rhythms and standards in the team including planning and control methodology of managing work in and WIP volumes.
• Developing and executing the approach for end-to-end process review and uplift the process and controls across key processes
• Provide regular reporting and insights to the North teams on complaints and outcomes including providing written updates to a Board level standard
• Work closely with all areas of the North business to deliver reports to all regulatory bodies, as needed.
• Actively build and manage relationships with key stakeholders

What you will bring to the team

Ideally, you will bring the following experiences to this role:

• Extensive experience working in leadership positions within Wealth Management/ Wrap Platforms
• Demonstrated ability to lead through operational and/or organisational change
• Ability to deliver results through others via effective leadership and coaching;
• Sound understanding of the financial services industry, relevant regulators & external dispute resolution bodies (e.g. ASIC, APRA, AFCA), and current and proposed financial services regulatory and legislative requirements
• Capacity for effective problem solving and implementation of continuous improvement
• Capability to produce reporting and insights for submission at a Board level
• Typical qualifications and experience (on entry) - 5+ years' relevant professional and/or management experience, and industry/tertiary qualifications (or comparable "on the job" experience)

You'll thrive here if...

If you can adapt from BAU to the ambiguous with ease, you'll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you'll be expected to jump in and deliver across a variety of areas. Meaning, you'll be closer to the action and executive decisions that influence where we go next.

If you're someone that can hold their own, you'll find AMP quite liberating.

Why we think you'll love working at AMP

Doing what we've always done is not an option, so your clever ideas will get airtime here. You'll be encouraged to speak up and try new things. If they don't work, we move on - better for it.

We know there's no one way of doing things. So, you won't have to sacrifice who you are or how you work to fit in here. We're inclusive and flexible in many of the ways you'd expect. And in some of the ways you wouldn't. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you'll find moments to connect, feel valued and do meaningful work.

Whether it's through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.

We believe in the power of inclusion and diversity

We're dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers.

We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process.

We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website> (insert link)

Ready to create your tomorrow?

If you're someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.

Don't procrastinate! We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.

Looking forward to meeting you.