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About the Role
Lead the delivery of practical initiatives to improve how remediation and complaints are managed across the business. Combine influence and strategic thinking with hands-on execution to implement changes that strengthen remediation quality, timeliness, consistency, and customer outcomes.
Responsibilities
- Own the end-to-end delivery of prioritised initiatives that improve remediation across the business, from defining the problem and designing solutions through to implementation and benefits tracking
- Apply remediation & complaint expertise to solve operational problems, remove delivery barriers and implement practical improvements, while supporting complaints-related initiatives where required
- Partner with frontline teams to establish oversight and monitoring that support effective remediation delivery
- Translate remediation and complaints requirements, including RG277 and RG271, into implemented processes, procedures, controls and training
- Work with Product Remediation, business remediation teams, frontline teams Customer Resolutions, Frontline Teams, Legal, Risk, Compliance, Technology and Data to agree delivery plans, resolve dependencies and implement sustainable change
- Deliver improvements to remediation & complaint technology, reporting and data quality that strengthen oversight and operational effectiveness, alongside targeted improvements to complaints capability
- Develop, implement and embed policies, frameworks, procedures and operational guidelines that support consistent, compliant remediation & complaint practices across the business
- Embed new ways of working by identifying capability gaps, developing practical guidance and training materials, and partnering with Learning teams to support adoption
- Define success measures, track delivery milestones and benefits realisation, and report progress, risks and outcomes to senior leaders and governance forums
- Lead stakeholder engagement, impact assessments, communications and adoption activities so improvements are implemented effectively and sustained in day-to-day operations
- Use remediation insights, complaint trends and root-cause analysis to prioritise and deliver improvements that address recurring issues and reduce inefficiencies
Requirements
- 5+ years’ experience within financial services, superannuation, banking, or insurance
- Demonstrated experience in remediation or complaints within a regulated environment, with risk or governance experience also valuable
- Proven track record personally leading continuous improvement or transformation initiatives through to implementation, adoption and measurable benefits in complex organisations
- Strong understanding of remediation obligations and frameworks, with working knowledge of complaints handling requirements
- Hands-on experience designing and implementing improvements to processes, procedures, controls, reporting and/or technology within regulated environments
- Strong stakeholder management skills, with the ability to influence senior leaders, coordinate cross-functional delivery and resolve barriers to implementation
- Strong analytical and problem-solving capability, with experience translating root-cause analysis and operational insights into practical solutions and delivered outcomes
- Excellent written and verbal communication skills, including preparing executive-level papers and reporting
- A proactive, hands-on delivery mindset, with accountability for completing initiatives, embedding change and improving customer outcomes
Skills
- Continuous Improvement
- Transformation Initiatives
- Remediation
- Complaints Handling
- Risk Management
- Governance
- Process Improvement
- Procedure Improvement
- Control Implementation
- Reporting Improvement
- Technology Implementation
- Stakeholder Management
- Analytical Skills
- Problem-Solving
- Root-Cause Analysis
- Communication Skills
- Executive Reporting
Location
- Australia
Work Type
- Full-time
Experience Level
- Manager
- 5+ years
Education Level
- Tertiary qualifications preferred
About the Company
- At Insignia Financial, we’re focused on delivering better outcomes for our members by continuously improving the way we manage customer resolutions and remediation.
- We’re looking for a Manager, Continuous Improvement to help drive meaningful change across process, technology, reporting, procedures and training within our Customer Resolutions and Product Remediation functions.
- This is a highly visible role where you’ll partner across the business to uplift operational maturity, strengthen regulatory compliance, and embed customer-centric practices that create sustainable improvements.
Equal Opportunity
- We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.