Manager, Continuous Improvement (Melbourne)

MELBOURNE, VIC, AU, **** BRISBANE, QLD, AU, **** SYDNEY, NSW, AU, **** Employment Type: Permanent Full Time 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. About the Role You will lead initiatives that improve how complaints and remediation activities are managed across the organisation. You'll combine strategic thinking with hands‑on delivery, identifying opportunities, solving root causes, influencing stakeholders, and implementing practical solutions that improve customer outcomes, regulatory compliance and operational effectiveness. You’ll play a key role translating regulatory expectations into everyday operational practices while driving continuous improvement across technology, process, controls, reporting, and capability uplift. What You’ll Be Doing
- Lead the identification, prioritisation, design, and delivery of initiatives across Customer Resolutions and Product Remediation
- Act as a subject matter expert and trusted advisor on complaints handling, remediation practices, and continuous improvement
- Translate regulatory requirements, including RG271 and RG277, into practical processes, procedures, and training
- Partner closely with Frontline Teams, Customer Resolutions, Product Remediation, Legal, Risk, Compliance, Technology, and Data teams to identify issues and deliver sustainable change outcomes
- Drive uplift initiat #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rrwa2