head of complaints - business banking in Sydney

jeremy oconnor, randstad
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sydney, new south wales
banking & financial services
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jeremy oconnor, randstad
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job description

About the company

The company is a well established Big 4 Bank that has a reputation for providing tailored financial solutions and excellent service standards to its customers. Based in Sydney CBD, their complaints team is made up of very supportive, enthusiastic, and successful professionals who have a sense of justice and community standards. Due to extensive growth, they are looking for a Head of Complaints to lead and develop the team.

About the role

In this role, you will be leading a team of 15 case managers responsible for handling and escalating IDR and EDR cases, with a primary focus on business banking matters.

Your responsibilities will include:

  • Ensuring the centralised management of business complaints and working closely with the team for the resolution and escalation of complex cases.
  • Managing and developing a team of dispute specialists.
  • Building and improving processes and business engagement with a customer centric approach.
  • Collaborating with senior stakeholders including the credit team, the risk team, the customer advocate team, and general managers and heads of.
  • Being a point of contact for legal advice

This is an exciting opportunity to use your legal and industry experience to impact the way complaints are managed across the business.


  • Very attractive salary package
  • Genuine career development with exposure to other areas of the business
  • Positive work/life balance encouraged with potential flexible working arrangements
  • Extensive health and wellbeing initiatives including an onsite employee assistance program
  • Fun social events

Demonstrated skills

  • Sound knowledge of business banking products and processes, either from an industry or dispute perspective
  • Solid experience working as a Lawyer and/or dispute resolution specialist
  • Experience building and managing a team
  • Ability to draft detailed, logical, well explained and comprehensive decisions in plain English or demonstrated ability to gain the necessary skills
  • Strong communication skills
  • The ability to manage multiple cases in an efficient manner providing a supportive customer focus to achieve fair and timely outcomes
  • Tertiary qualifications in legal

If you enjoy and find satisfaction in assisting members of the community and finding solutions to banking disputes, this could be the role for you!

To apply for this role, click on the 'Apply Now' button.

For a confidential conversation, contact Jeremy.



Management, dispute resolution, complaints, AFCA, EDR, IDR, Head Of, Senior Manager, business banking, legal


Legal Qualifications

educational requirements

Associate Degree/Diploma