Resolutions Manager

Resolutions Manager at HUB24 Limited Sydney, New South Wales, Australia Job Summary The Resolutions Manager (12‑month fixed term contract) will lead the management and resolution of escalated complaints, ensuring all complaints—both Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR)—are handled efficiently in line with regulatory, legislative and business requirements. The role works closely with internal teams and external stakeholders, driving continuous improvement and delivering positive customer service experiences in a dynamic financial services environment. Responsibilities Manage the investigation and resolution of escalated IDR and EDR complaints via phone or in writing, adhering to company policies and regulatory obligations. Conduct thorough and timely investigations of complex and non‑complex customer complaints. Interpret complex policies, product information and procedures to determine suitable actions and responses. Communicate verbally and in writing with customers, acting as a contact point for complaint escalations. Identify and analyse root causes of complaints, engage stakeholders and drive implementation of continuous improvement activities. Provide specialist guidance to internal stakeholders on complaint management and resolution of complex cases. Demonstrate knowledge and application of current industry best practice for complaint resolution. Maintain up‑to‑date knowledge of HUB24 Custodial Services, products, services and industry regulations. Develop strong networks and relationships with operational teams, external bodies and stakeholders to influence outcomes. Report complaint trends and systemic issues to key stakeholders. Complete all required regulatory reporting (e.g. ASIC). Requirements Experience within financial services and in a similar role. Integrity, client focus, passion, collaboration, excellence and innovation. Knowledge of regulatory requirements for complaint resolution. Proven track record in dispute resolution, including negotiation and dealing with challenging customers. Strong communication and interpersonal skills (written and verbal). Resilience and ability to work under pressure in a rapidly changing environment. High degree of empathy and experience in resolving difficult and complex complaints. Analytical and problem‑solving skills. Exceptional organisational and time‑management skills. Understanding of various financial products/instruments in the domestic market. The Recruitment Process Acknowledgement email once your application has been submitted. Our Talent team will start reviewing your application; if unsuccessful, you will be notified. If your application progresses, our Talent team will be in touch to discuss your alignment with the role. If you’re a person with an impairment or disability, you can share any accessibility requirements you may have for the role. Please email  for recruitment process accommodations; one of our team will contact you. Interviews can happen virtually or face‑to‑face with the hiring manager or other members of the broader team; depending on the role, there may be more than two interviews. Outcomes are communicated to successful and unsuccessful candidates and feedback is provided. As part of our process, a police check will be conducted on all successful candidates*; further details on our HUB24 Group Recruitment Privacy Collection notice can be found here. Equal Opportunity & Diversity HUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we’re here to support you. 2024 Circle Initiative Employer – we commit to respond to every applicant. Endorsed by WORK180, we are proud to be recognised as an employer of choice for women. We have been nominated and placed on the BOSS Best Places to Work list. Seek Star Awards 2024 – nominated as a finalist for the Best Employer Brand Initiative. Referrals increase your chances of interviewing at HUB24 Limited by 2x. Seniority level: Mid‑Senior level | Employment type: Full‑time | Job function: Other. #J-18808-Ljbffr