Complaints Resolution Leader

About Cbus Created by workers, for workers, Cbus Super is one of Australia’s most successful Superannuation funds. For almost four decades we’ve proudly represented those who help shape Australia, hard‑working individuals who deserve to make the most of their retirement, no matter the industry. As an award‑winning fund we’ve been recognised for the benefits provided to our members and our innovative investment approach. All while staying committed to our member first ethos as a proud Industry Fund. About the Role We’re looking for a dynamic IDR Complaints Lead to join our Internal Dispute Resolution (IDR) Operations team and drive excellence in resolving complex insurance‑related complaints. This is a leadership role where you’ll guide a team of Complaint Resolution Officers (CROs) to deliver best‑practice complaint handling in line with ASIC’s RG271 standards. You’ll lead with integrity, foster a high‑performance culture, and ensure operational excellence across the team. Key Accountabilities Lead and inspire a team of CROs, driving engagement, motivation, and strong performance outcomes. Manage risk and compliance , ensuring adherence to RG271 and AFCA standards. Deliver operational excellence through process improvement, knowledge management, and change initiatives. Build strong stakeholder relationships internally and externally to support efficient complaint resolution. Champion continuous improvement , leveraging insights to enhance processes and team capability. About You You’re a resilient leader dedicated to lead with a growth mindset and a proven track record in Leadership , Dispute Resolution and Insurance Claims . You thrive in complex environments and know how to balance compliance, operational efficiency, and exceptional customer outcomes. Your Skills & Experience Strong insurance background with essential claims experience across death cover, TPD, terminal illness, and related products. Proven leadership experience , including team management, performance development, and change management. Commitment to delivering exceptional service to complainants while adhering to Fund policies, practices, and work programs. Ability to manage competing priorities , meet tight deadlines, and maintain excellent attention to detail. Demonstrated capability in risk assessment and mitigation , with sound decision‑making and accountability in complex operational and policy environments. Exceptional communication and stakeholder engagement skills , with the ability to build rapport and influence effectively. Advanced proficiency in Salesforce (or similar CRM) and Microsoft Office Suite. Belong at Cbus We value difference, and embrace people with diverse backgrounds, experiences, gender identities, abilities and thinking styles. We believe that, with diversity of perspectives and experiences, you get better teams and outcomes. We’re looking for people of all genders, races, nationalities, orientations and of all abilities to join us. We’re keen to hear from you If you've read through the requirements of this role and you feel like you haven’t fully met the criteria, we would still encourage you to apply. We're aware of accessibility barriers when it comes to applying for a job and we want to help. If you require assistance with your application, please contact our Talent Acquisition Team via *******@cbussuper.com.au . Like to know more about working with Cbus? Listen to some of our videos with members of the Cbus team on our website, cbussuper.com.au/careers. Applications Close: 12 January 2026 . This is a permanent full‑time position based in Melbourne . To be considered, all applicants must have working rights in Australia. Agencies, please note: All Cbus vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will reach out to our preferred agency partners. Thank you. Be careful – Don’t provide your bank or credit card details when applying for jobs. Don’t transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr