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About the Role
Join Zip's Risk and Compliance team, helping our businesses deliver fair customer outcomes while meeting our regulatory and compliance obligations. As our Compliance Operations Manager, you'll play an important role in managing Privacy requests across Australia and New Zealand, ensuring customers receive accurate, timely and well considered responses in line with our regulatory obligations. You'll also support Zip's External Dispute Resolution (EDR) process, working with bodies including the Australian Financial Complaints Authority (AFCA) and Financial Services Complaints Ltd (FSCL) in New Zealand to investigate and resolve complex customer matters. Beyond managing individual requests and complaints, you'll use data and insights to identify emerging risks, strengthen processes and controls, and contribute to a proactive, customer focused compliance environment.
Responsibilities
- Manage requests received through Zip's Australian and New Zealand Privacy inboxes, ensuring accurate and timely responses in line with applicable privacy legislation and regulatory obligations.
- Manage a portfolio of external dispute resolution complaints from investigation through to resolution, delivering fair, timely outcomes in line with relevant dispute resolution frameworks.
- Prepare clear, balanced and well structured submissions to external dispute resolution bodies, bringing together evidence, customer circumstances and regulatory considerations.
- Coordinate the EDR workflow, including case allocation, monitoring progress and supporting the escalation of complex matters.
- Partner with Customer Service, Credit, Fraud and Product teams to investigate requests and complaints, resolve complex issues and improve customer outcomes.
- Analyse complaint data to identify trends, root causes, systemic issues and emerging risks, translating insights into practical recommendations.
- Prepare meaningful EDR reporting for risk and compliance governance forums, highlighting key themes, customer impacts and opportunities for improvement.
- Contribute to improvements across Zip's Privacy response and EDR frameworks, strengthening processes, controls and ways of working.
- Support quality assurance and peer reviews to maintain consistent, high quality responses and dispute handling.
- Share your knowledge with colleagues and business stakeholders, contributing to training and capability development across Privacy and dispute resolution.
- Identify opportunities to improve efficiency and customer outcomes through smarter processes, automation and the thoughtful use of AI and new tools.
Requirements
- Around 6+ years of experience in compliance, privacy, legal, dispute resolution or financial services, with some exposure to AFCA or similar external dispute resolution frameworks.
- Knowledge of privacy obligations and regulatory requirements, ideally within Australian or New Zealand financial services.
- Strong written and verbal communication skills, with the ability to explain complex matters clearly and prepare well structured responses and submissions.
- Sound judgement and a customer focused approach to managing sensitive matters, balancing regulatory obligations, fairness and commercial considerations.
- Strong analytical and problem solving capabilities, with the ability to investigate issues, identify trends and contribute to practical improvements.
- Confidence learning and navigating multiple customer service and administrative systems to gather information, review evidence and support thorough investigations.
- Strong organisational skills, with the ability to manage competing priorities, fluctuating caseloads and regulatory deadlines.
- A collaborative approach to working with stakeholders across different business functions, building trust and contributing to shared outcomes.
- A proactive and curious mindset, with an interest in improving Privacy response processes, dispute resolution and customer experiences.
- A mindset that embraces AI and new tools to adapt, learn and grow.
- An aptitude for identifying and managing risks.
- Our values in your DNA. Customer First, Own It, Stronger Together and Change the Game.
Skills
- Compliance
- Privacy
- Dispute resolution
- Financial services
- AFCA
- Australian Financial Complaints Authority
- Financial Services Complaints Ltd
- FSCL
- Written communication
- Verbal communication
- Analytical skills
- Problem solving
- Organisational skills
- Collaboration
- Risk management
- AI
Location
- Sydney
Work Type
- Permanent
- Hybrid
Experience Level
- 6+ years
Benefits
- 25 days paid leave annually, including birthday leave and quarterly wellbeing days
- 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers
- Family support policies including miscarriage bereavement leave and domestic violence leave
- Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our Wellbeing platform Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass
- 2 days paid volunteering leave, 2 days study leave and 2 days religious or cultural leave per year
- Fee-free Zip products, and discounts with Zip merchant partners (AU)
- Team social events, epic offices, free breakfast daily, and weekly free lunches (Sydney and Melbourne)
- Access the Flare Benefits Hub & Novated Leasing: Save on groceries, fuel, tech, fashion, dining and more, with exclusive health perks, wellbeing guidance and potential tax savings on car ownership.
About the Company
- Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products.
- In Australia and New Zealand, Zip offers access to point of sale credit and digital payment services, connecting customers with merchant partners and helping people take control of how they pay.
- We're proud to be a values led business and our values, Customer First, Own It, Stronger Together and Change the Game, guide us in everything we do.
Equal Opportunity
- Be a part of a team that reflects the diversity of our customers
- We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.
- Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know if there are any adjustments that need to be made to ensure you have a fair and equitable experience.