At a Glance
- Tasks: Lead the development of complaints policies and drive organisational change.
- Company: Join a prestigious university committed to diversity and inclusion.
- Benefits: Competitive salary with 17% superannuation and professional growth opportunities.
- Other info: Dynamic environment with a commitment to diversity and career support.
- Why this job: Make a real impact by influencing policy reform and enhancing accountability.
- Qualifications: Experience in policy development and strong stakeholder engagement skills.
The predicted salary is between 90000 - 110000 $ per year.
Full time, fixed term opportunity until 24 November 2027. Lead Complaints Policy Reform and Drive Organisational Change. Offering a competitive remuneration package including 17% superannuation.
About the opportunity
The Senior Manager, Complaints Policy and Reform leads the University's complaints policy and reform agenda. The role combines strategic thinking with hands‐on delivery, including drafting policies and procedures, developing frameworks, engaging stakeholders and supporting the implementation of improvements across complaint management functions.
Working across a diverse and complex environment, you will lead the development of contemporary policy, governance and assurance frameworks that support fair, accessible, consistent and accountable complaint handling. You will partner with senior leaders, policy owners, legal advisors and subject matter experts to ensure complaints policies and governance arrangements remain aligned with legislative requirements, sector expectations and the University's strategic objectives.
This role offers a unique opportunity to influence organisation‐wide reform and deliver meaningful change. As a trusted policy expert, you will provide strategic advice on complex governance and regulatory matters, lead consultation and engagement activities, and identify opportunities to strengthen institutional accountability, transparency and continuous improvement across the University.
Key responsibilities
- Lead the review, development and implementation of complaints-related policies, procedures, standards and guidance.
- Develop and maintain a coherent, principles‐led complaints policy framework across multiple specialist complaint domains.
- Provide expert advice on complex policy, governance, legislative and regulatory matters.
- Conduct strategic research and environmental scanning to identify emerging risks, trends and reform opportunities.
- Lead stakeholder consultation and engagement activities to support effective policy design and implementation.
- Develop governance, assurance and accountability mechanisms that support compliance, oversight and continuous improvement.
About you
- Significant experience leading complex policy development, review and implementation projects in a large multi‐faceted environment.
- Demonstrated expertise in governance, compliance, legal, policy or regulatory environments.
- Strong ability to interpret legislation, analyse complex issues and develop practical policy solutions.
- Exceptional stakeholder engagement and influencing skills, with experience building consensus across diverse groups.
- Highly developed written and verbal communication skills, including the ability to prepare executive‐level reports and recommendations.
- Relevant qualifications in law, public policy or a related discipline, or an equivalent combination of experience and training.
Sponsorship / work rights for Australia
You must have unrestricted work rights in Australia for the duration of this employment to apply. Visa sponsorship is not available for this appointment. Your employment is conditional upon the completion of all role required pre‐employment or background checks in terms satisfactory to the University. Similarly, your ongoing employment is conditional upon the satisfactory maintenance of all relevant clearances and background check requirements. If you do not meet these conditions, the University may take any necessary step, including the termination of your employment.
EEO statement
At the University of Sydney, our shared values are trust, accountability and excellence and we strive to be a place where everyone can thrive. We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve. We deliver on this through our commitment to diversity and inclusion, evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People, women, people living with a disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTQIA+. We welcome applications from candidates from all backgrounds. We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Platinum Employer. Find out more about our work on diversity and inclusion.
Senior Manager, Complaints Policy and Reform employer: The University of Sydney
The University of Sydney is an exceptional employer, particularly for the role of Student Experience Officer (Identified), offering a supportive and inclusive work culture that prioritises the experiences of Aboriginal and Torres Strait Islander students. With generous cultural leave, flexible working arrangements, and access to professional development programs, employees are empowered to grow and thrive in their careers while contributing to meaningful initiatives that foster connection and engagement within the student community. The university's commitment to diversity and inclusion, along with its recognition as an AWEI Platinum Employer, makes it a standout choice for those seeking a rewarding and impactful career.
