Closing date: Sunday, 22nd June 2025 (midnight) Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now!

Position Description:  PD - Manager Resolution Insights and Continuous Improvement.pdf

Location: Bendigo, Adelaide or Melbourne. 

It starts here. With Bendigo Bank… and you.  

We’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. We’re united in our belief that in banking, better can be bigger, and together we’re making it happen. 

As the Manager, Resolution Insights and Continuous Improvement, you will bring your people orientated mindset to lead a high performing team and be responsible for ensuring the Customer Resolutions business unit is operating efficiently, compliantly and providing meaningful complaints insights.

You will bring your incredible stakeholder engagement skills, customer focus & deep complaints management knowledge to work closely with the Head of Customer Resolutions to transform and deliver a positive complaint management experience for our customers. As a leader you will consistently look for opportunities of continuous improvement of processes, procedures, templates and systems required by the Resolutions team to ensure they operate in accordance with RG271.

As our Manager, Resolution Insights and Continuous Improvement, you will be responsible for delivering the end-to end QA framework for the management of Complaints at the Bank and the preparation of regular complaints reporting. Furthermore, you will produce regular reporting that will include insights and learnings from complaints customer vulnerability and QA data for relevant business areas and notable actions and insights to improve the customer experience.

You will lead a team of analysts to identify key drivers of complaints and the root cause to make meaningful change across the enterprise for better customer outcomes. You will regularly undertake complaint data analysis to identify early, systemic issues for the attention of relevant business areas. Manage potential and confirmed systemic issues, as required under RG271 and through AFCA’s Systemic Issues process.

As our new Manager, Resolution Insights and Continuous Improvement, you will bring the following skills:

• Dispute resolution experience
• Analytics and reporting experience
• Experience in business and compliance quality assurance
• Risk management experience
• Leading teams in operational or customer service areas
• Highly developed reporting and analysis skills
• Knowledge of RG271, and other relevant codes relevant to complaint management
• Leadership and coaching skills
• Superior attention to detail and analytical thinking
• Ability to investigate and apply appropriate judgement to complex situations
• Demonstrated ability to manage own resilience and work
• Data visualisation and skills (PowerPoint, excel, PowerBi, SQL)
• Working in complex environments where investigation and judgement needs to be applied

We offer flexible work options that put our people first and a hybrid model of minimum x3 days on site.  

This role is a full time, permanent role, based at either our Bendigo, Adelaide or Melbourne locations.

So, why work for us?

With over 2.7 million customers, we are Australian’s fifth largest retail bank with a vision our purpose – ‘to feed into the prosperity of our customers and communities, not off it’. Continuously voted one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at!

Our perks and benefits:

Belong to a wonderful team of people. Know how we know they’re great to work with? They told us! Great benefits, work life balance and flexibility

• Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that!
• We know the last few years have been rough, so we have partnered with Sonder as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank!

Still in two minds?  

Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box we still want to see your application!

We don’t want you to be missed, so please note that directly emailed CV’s may not be picked up by the system and may risk being missed from the process.

We love the support recruitment agencies give businesses every day, however, we have got this. Our superstar recruiters will reach out to our fabulous panel if we need a helping hand.