Lendi Group
Senior Manager - Complaints
Job Description
Job Description
- Lead the end-to-end complaints management function across Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR), ensuring compliance with RG 271, AFCA rules and internal SLAs.
- Oversee day-to-day Complaints Team operations, including intake, triage, investigation, written responses, conciliations and remediation.
- Act as senior owner for AFCA matters, ensuring high-quality submissions and timely implementation of determinations and agreed outcomes.
- Own and maintain the Customer Complaints Handling Policy, SOPs, controls and templates, ensuring they remain compliant and consistently applied.
- Identify and escalate potential systemic issues, partnering with the business to manage corrective actions and remediation.
- Oversee the complaints system of record, ensuring accurate case management, data integrity and effective reporting (including regulatory and governance reporting).
- Provide subject m...