Team Manager - Dispute Resolution & Credit Specialists

The Team Manager – Dispute Resolution & Credit Specialists is responsible for leading and developing high‑performing teams to deliver customer‑centric outcomes while embedding a culture of effective delivery and continuous improvement. The role requires strong senior stakeholder management capability and accountability for operational performance, productivity, Hub strategic initiatives, operational risk and compliance controls, and business continuity management.

Key responsibilities include:

• Leading, coaching, and developing Dispute Resolution Managers and Credit Specialists, setting clear expectations and fostering a high‑performance culture with accountability and psychological safety.
• Managing capacity, prioritisation, and workflow across complaint inflows, ageing WIP, and high‑risk cohorts including vulnerability, hardship, and complex credit matters.
• Providing strategic oversight of complex complaint resolution (IDR and AFCA/EDR), including settlement positioning, evidence strategy, negotiation support, and escalation pathways.
• Ensuring complaint outcomes align with hardship frameworks, collections policies, and credit risk requirements, with strong partnerships across Hardship, Collections, Credit Risk, and frontline teams.
• Embedding robust risk, governance, and compliance practices, identifying emerging risks and systemic themes, and driving remediation actions.
• Owning performance across timeliness, quality, productivity, outcomes, customer impact, and AFCA progression, while driving continuous improvement through simplified processes, playbooks, and decision frameworks.
• Managing effective relationships with internal stakeholders (Complaints Leadership, Legal, Risk, Operations, and Data teams) and external parties including AFCA and third‑party representatives.