Job Description: As Senior Manager, Critical and Complex Complaints, you will support the Head of Critical and Complex Complaints and lead a team to manage sensitive complaint matters managed by GCR, including high priority complaints from Group Executives, the CEO and Chairman/Board. Job Responsibilities: Establish and monitor service level agreements regarding sensitive complaint issues to ensure speedy resolution of high priority complaints Lead a team of high performing dispute resolution professionals responsible for resolving highly complex and sensitive complaints, to consistently display industry best practice Provide regular and concise support to senior leaders, including being available to action and respond to urgent enquiries Influence leaders to focus on sensitive, critical and complex complaints and prepare meaningful reporting Engage in strategic and operational uplift of complaints management across the Group Review media referrals, CEO complaints, Board complaints and other sensitive issues to support good customer outcomes and manage reputational risk Liaise with and manage critical and complex complaints received from the Australian Financial Complaints Authority Influence and engage with Group Executive and other Senior Executive offices to assist in resolving sensitive matters Deliver and continuously improve processes for managing complaints received at senior executive level within the Group, and lead engagement with key stakeholders Provide feedback, coaching and education to GCR and other teams across the Group on handling sensitive complaints Job Requirements: A commitment to fair customer outcomes Proven experience in major dispute resolution and complex complaint management Excellent people leadership skills Exceptional oral and written communication skills Strong stakeholder management skills, with the ability to engage effectively at all levels Compassionate and creative alternative dispute resolution skills, with a drive to find the best customer solution Resilience in challenging interactions Experience and confidence in conciliation and mediation The ability to manage through complexity and uncertainty Job Details: Company: CBA Vacancy Type: Full Time Job Location: Sydney, AU Application Deadline: N/A Apply Here careerstrivia.net
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