Team Manager - Dispute Resolution & Credit Specialists …, Melbourne

Team Manager
- Dispute Resolution & Credit Specialists Department: AR Customer Complaints & Events Management Division: Australia Retail Location: Docklands About Us At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers. About the Role The Team Manager leads a multi‑disciplinary team of Dispute Resolution Managers and Credit Specialists to deliver fair, timely, and defensible outcomes across IDR and AFCA/EDR matters. The role is accountable for end‑to‑end complaint strategy, quality, and performance outcomes across all complaint types. While the remit spans across both IDR and EDR, demonstrated capability in hardship, collections, credit reporting, and AFCA approaches is preferred to support effective resolution and fair outcomes. Role Type: Permanent Role Location: 833 Collins St, Docklands VIC 3008 Work Hours: 40 Hours/week What will your day look like? The Team Manager – Dispute Resolution & Credit Specialists is responsible for leading and developing high‑performing teams to deliver customer‑centric outcomes while embedding a culture of effective delivery and continuous improvement. The role requires strong senior stakeholder management capability and accountability for operational performance, productivity, Hub strategic initiatives, operational risk and compliance controls, and business continuity management. Key responsibilities include:
- Leading, coaching, and developing Dispute Resolution Managers and Credit Specialists, setting clear expectations and fostering a high‑performance culture with accountability and psychological safety.
- Managing capacity, prioritisation, and workflow across complaint inflows, ageing WIP, and high‑risk cohorts including vulnerability, hardship, and complex credit matters.
- Providing strategic oversight of complex complaint resolution (IDR and AFCA/EDR), including settlement positioning, evidence strategy, negotiation support, and escalation pathways.
- Ensuring complaint outcomes align with hardship frameworks, collections policies, and credit risk requirements, with strong partnerships across Hardship, Collections, Credit Risk, and frontline teams.
- Embedding robust risk, governance, and compliance practices, identifying emerging risks and systemic themes, and driving remediation actions.
- Owning performance across timeliness, quality, productivity, outcomes, customer impact, and AFCA progression, while driving continuous improvement through simplified processes, playbooks, and decision frameworks.
- Managing effective relationships with internal stakeholders (Complaints Leadership, Legal, Risk, Operations, and Data teams) and external parties including AFCA and third‑party representatives. What will you bring? To grow and be successful in this role, you will ideally bring the following: Knowledge, Skills & Experience
- Knowledge of hardship & collections policies, AFCA processes, and NFR/governance
- Strong complaint decisioning skills (investigation, evidence, writing, negotiation)
- Ability to translate policy into practical team guidance
- Data‑driven performance and insight‑led decision making Leadership & Experience
- Proven leader in complaints / dispute resolution environments
- Experience managing specialist teams (dispute resolution, credit, hardship, collections)
- Robust judgement, calm decision‑making, and coaching mindset
- Track record improving timeliness, quality, fairness, and risk outcomes Reporting:
- Reports to: EDR & Complex Lead
- Manages: DRMs, Credit Specialists (and/or Team Leads) You're not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you. Job Posting End Date #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rvkf0