
Website CBA
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
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