Manager, Continuous Improvement in Melbourne

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 the delivery of practical initiatives that improve how remediation & complaints are managed across the business. Combining influence and strategic thinking with hands‑on execution, you’ll take improvements from identification and prioritisation through to implementation, embedding changes that strengthen remediation quality, timeliness, consistency and customer outcomes. Working with teams across the organisation, you’ll turn identified issues and regulatory expectations into implemented improvements across processes, procedures, controls, technology, reporting and capability. Success means changes are adopted in day‑to‑day operations and deliver measurable, sustainable benefits—not simply recommendations or plans.

What You’ll Be Doing

• Own the end‑to‑end delivery of prioritised initiatives that improve remediation across the business, from defining the problem and designing solutions through to implementation and benefits tracking.
• Apply remediation & complaint expertise to solve operational problems, remove delivery barriers and implement practical improvements, while supporting complaints‑related initiatives where required.
• Partner with frontline teams to establish oversight and monitoring that support effective remediation delivery.
• Translate remediation and complaints requirements, including RG277 and RG271, into implemented processes, procedures, controls and training.
• Work with Product Remediation, business remediation teams, frontline teams Customer Resolutions, Frontline Teams, Legal, Risk, Compliance, Technology and Data to agree delivery plans, resolve dependencies and implement sustainable change.
• Deliver improvements to remediation & complaint technology, reporting and data quality that strengthen oversight and operational effectiveness, alongside targeted improvements to complaints capability.
• Develop, implement and embed policies, frameworks, procedures and operational guidelines that support consistent, compliant remediation & complaint practices across the business.
• Embed new ways of working by identifying capability gaps, developing practical guidance and training materials, and partnering with Learning teams to support adoption.
• Define success measures, track delivery milestones and benefits realisation, and report progress, risks and outcomes to senior leaders and governance forums.
• Lead stakeholder engagement, impact assessments, communications and adoption activities so improvements are implemented effectively and sustained in day‑to‑day operations.
• Use remediation insights, complaint trends and root‑cause analysis to prioritise and deliver improvements that address recurring issues and reduce inefficiencies.

What We’re Looking For

• 5+ years’ experience within financial services, superannuation, banking, or insurance.
• Demonstrated experience in remediation or complaints within a regulated environment, with risk or governance experience also valuable.
• Proven track record personally leading continuous improvement or transformation initiatives through to implementation, adoption and measurable benefits in complex organisations.
• Strong understanding of remediation obligations and frameworks, with working knowledge of complaints handling requirements.
• Hands‑on experience designing and implementing improvements to processes, procedures, controls, reporting and/or technology within regulated environments.
• Strong stakeholder management skills, with the ability to influence senior leaders, coordinate cross‑functional delivery and resolve barriers to implementation.
• Strong analytical and problem‑solving capability, with experience translating root‑cause analysis and operational insights into practical solutions and delivered outcomes.
• Excellent written and verbal communication skills, including preparing executive‑level papers and reporting.
• A proactive, hands‑on delivery mindset, with accountability for completing initiatives, embedding change and improving customer outcomes.
• Tertiary qualifications preferred.