Job Description This role leads the delivery and resolution of complex banking and finance complaints, with a strong focus on credit reporting and privacy matters. You will manage a team of dispute resolution specialists, provide expert guidance on complex cases, and ensure decisions are fair, consistent and compliant with relevant legislative and regulatory frameworks. Key responsibilities include: Operational leadership of complaint handling relating to credit reporting, privacy and banking matters Oversight of complex investigations and decision‑making, including early resolution and conciliation Coaching, mentoring and performance management of specialist complaint handlers Ensuring high‑quality, timely outcomes aligned with AFCA Rules, privacy obligations and community standards Identifying and escalating systemic issues, serious misconduct or emerging risks Stakeholder engagement with complainants, financial firms and internal senior leaders
