Internal Dispute Resolution Team Lead

  • Highly engaged culture aiming to support your development
  • Be part of an organisation that values diversity, inclusion, and respect
  • Collaborative / high performing team

About The Role
Role Location: 242 Pitt Street Sydney
Role Type: Permanent Full time role
The Internal Dispute Resolution (IDR) Manager role will be responsible for managing a team of consultants and senior consultants, who investigate and resolve customer complaints received by ANZ Wealth. These complaints are received through various channels, and are the most complexity complaints not resolved at first point resolution in the Contact Centres which require detailed complex investigations.  
There is a requirement to articulate and present complaint trends and customer pain points insights in senior forums, and is inclusive of being a trusted advisor to stakeholders in the business lines. You will be required to attend delegated meetings and act as a key spokesperson on behalf of the Wealth Complaints Manager.
About You
To be successful in this role, you will ideally bring the following:

  • Knowledgeable and compliant to RG146 and in various Wealth services (i.e. Financial Planning, Super, Pensions, Insurance) and expertise to provide solutions to the team and broad Senior Management and Heads Of stakeholder group across ANZ Wealth
  • Experience in complaints
  • Proven experience with operational and team management with strong leadership skills. Accredited ATOM qualifications or similar capacity management tools
  • Strong interpersonal, negotiation, consultancy and communication skills
  • Strong analytical and problem solving skills; innovative and lateral thinking
  • Organisational and time management skills; ability to meet strict deadlines

About ANZ
At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.
We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.
A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.
ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.
We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.

To find out more about working at ANZ or to view other opportunities visit You may apply for this role by visiting ANZ Careers and search for reference number AUS088922.



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