Technical Dispute Resolution Manager (Brisbane City)

Job Description Strengthen judgement. Protect trust. Shape enterprise outcomes. We are seeking an experienced Technical Dispute Resolution Manager to provide authoritative technical oversight and assurance across our Internal and External Dispute Resolution activities. This is a senior role for a recognised subject matter expert who brings deep regulatory and dispute resolution expertise combined with strong analytical and decision making skills to challenge, influence and uplift decision making at scale. With a focus on the resolution of complex and high value matters, this role plays a critical part in ensuring our complaint outcomes are fair, consistent and aligned with policy, regulatory obligations and organisational risk appetite. Working closely with the IDR, EDR and Dispute Resolution Managers, this role strengthens technical capability across Dispute Resolution, contributes to capability uplift and represents Group Customer Advocate in forums and enterprise initiatives. What You’ll Do
- Provide independent technical oversight and assurance on high risk, complex and high value dispute outcomes, including matters requiring elevated use of financial Delegations of Authority
- Exercise authoritative judgement and constructive challenge to ensure outcomes are evidence based, defensible and aligned with policy, regulatory obligations and organisational risk appetite
- Conduct targeted and ad hoc quality and DOA reviews across IDR and EDR Specialists, Senior Advisors and Team Leaders
- Analyse complaint, dispute and AFCA feedback data to identify systemic issues, emerging risks and capability gaps
- Translate insights into targeted technical training, guidance and coaching, uplifting decision making capability across teams
- Act as a recognised technical subject matter expert, representing Group Customer Advocate in claims forums, product reviews and enterprise working groups
- Support strong engagement with AFCA, auditors and key stakeholders, including leading responses to complex or ad hoc requests
- Provide expert advice to senior leaders on dispute trends, root causes and systemic risk to drive improved customer and risk outcomes
- Contribute to the development and refinement of dispute resolution policies, frameworks and technical standards What You’ll Bring
- Extensive experience in dispute resolution and complaints handling within a regulated Australian financial services setting
- Deep understanding of regulatory obligations, scheme rules and community expectations
- Demonstrated ability to apply discretion, challenge constructively and make sound, defensible judgements in high risk matters
- Strong analytical capability with a track record of identifying systemic issues and translating insight into action
- Highly developed written and verbal communication skills, with the ability to influence at senior levels
- Leadership capability aligned to a first line leader role, including accountability, integrity and a strong risk mindset
- Formal training or certification in dispute resolution, complaints handling, mediation or regulatory compliance (mandatory); industry accreditation highly regarded Why join us?
- High impact work – influence enterprise level decision quality and protect customer trust
- Leadership opportunity – operate as a recognised technical authority within Group Customer Advocate
- Flexible working – hybrid options across Brisbane, Sydney or Melbourne
- Career development – exposure to complex matters, enterprise forums and senior stakeholders
- Purpose led culture – collaborative, values driven and focused on continuous improvement #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rwlxs