About This Role
This highly visible role focuses on driving meaningful change across process, technology, reporting, procedures, and training within the Customer Resolutions and Product Remediation functions. You will lead the delivery of practical initiatives to improve how remediation and complaints are managed across the business, combining influence and strategic thinking with hands-on execution.
Responsibilities
- Own the end-to-end delivery of prioritized initiatives that improve remediation across the business, from defining the problem and designing solutions through to implementation and benefits tracking
- Apply remediation and complaint expertise to solve operational problems, remove delivery barriers, and implement practical improvements, while supporting complaints-related initiatives where required
- Partner with frontline teams to establish oversight and monitoring that support effective remediation delivery
- Translate remediation and complaints requirements, including RG277 and RG271, into implemented processes, procedures, controls, and training
- Work with Product Remediation, business remediation teams, frontline teams Customer Resolutions, Frontline Teams, Legal, Risk, Compliance, Technology, and Data to agree delivery plans, resolve dependencies, and implement sustainable change
- Deliver improvements to remediation and complaint technology, reporting, and data quality that strengthen oversight and operational effectiveness, alongside targeted improvements to complaints capability
- Develop, implement, and embed policies, frameworks, procedures, and operational guidelines that support consistent, compliant remediation and complaint practices across the business
- Embed new ways of working by identifying capability gaps, developing practical guidance and training materials, and partnering with Learning teams to support adoption
- Define success measures, track delivery milestones and benefits realization, and report progress, risks, and outcomes to senior leaders and governance forums
- Lead stakeholder engagement, impact assessments, communications, and adoption activities so improvements are implemented effectively and sustained in day-to-day operations
- Use remediation insights, complaint trends, and root-cause analysis to prioritize and deliver improvements that address recurring issues and reduce inefficiencies
Requirements
- 5+ years' experience within financial services, superannuation, banking, or insurance
- Demonstrated experience in remediation or complaints within a regulated environment, with risk or governance experience also valuable
- Proven track record personally leading continuous improvement or transformation initiatives through to implementation, adoption, and measurable benefits in complex organizations
- Strong understanding of remediation obligations and frameworks, with working knowledge of complaints handling requirements
