Complaints & Hardship Manager

Your new company An established organisation within the debt management and financial services sector is seeking an experienced Complaints & Hardship Manager to join their Legal, Risk & Compliance team in Brisbane. This role will play a key part in strengthening customer outcomes, regulatory compliance, and internal frameworks across complaints and hardship.

Reporting to the Head of Legal, Risk & Compliance, you will lead the Complaints and Hardship function, managing a team of Complaints & Hardship Specialists and ensuring fair, consistent, and timely customer outcomes.

Responsibilities

• Managing a team of Complaints & Hardship Specialists and ensuring fair, consistent, and timely customer outcomes.
• Leading end-to-end management of internal and external complaints, including AFCA/EDR matters.
• Identifying complaint trends, systemic issues, and root causes to recommend process improvements.
• Supporting the ongoing development of IDR/EDR frameworks and reporting requirements.
• Ensuring compliance with ASIC RG 271 timeframes and procedural requirements.
• Overseeing hardship processes and ensuring customers experiencing vulnerability or financial difficulty are supported appropriately.
• Assessing complex hardship applications in line with NCCP Act obligations and internal policies.
• Coaching and guiding frontline teams to identify and respond to hardship and complaint matters effectively.
• Working closely with senior leaders, operational teams, regulators, AFCA, ASIC, financial counsellors, and advocacy groups.

What you'll need to succeed

• Minimum 5 years' experience across complaints management, hardship, compliance, AFCA/EDR, banking, finance, credit, or debt collection.
• Strong working knowledge of ASIC RG 271, AFCA Rules, NCCP hardship obligations, privacy legislation, and consumer protection requirements.
• Proven experience managing complex escalations, high-risk complaints, vulnerability matters, and regulatory reporting.
• Strong written and verbal communication skills, including submissions, executive reporting, and regulator correspondence.
• High emotional intelligence, resilience, and sound judgement when dealing with complex or sensitive customer circumstances.
• Experience designing or improving complaints and hardship frameworks, QA models, systems, and training programs.
• Strong stakeholder engagement skills and the ability to lead teams across multiple locations.

What you'll get in return

160k + super + annual bonus

You will have the opportunity to step into a senior leadership role where you can make a genuine impact on customer outcomes, complaint reduction, hardship support, and regulatory best practice. This is a great opportunity for someone who enjoys process improvement, stakeholder engagement, and leading a specialist team within a regulated environment.