It starts here. With Bendigo Bank… and you.

We are seeking a highly experienced and commercially astute Manager, Internal Dispute Resolution (IDR) to lead one of two IDR teams. In this critical leadership role, you will oversee the operational delivery of our complaints management function, ensuring consistent, high-quality outcomes that align with our organisational values and customer experience objectives.

Serving as a key escalation point, you will foster a culture of continuous improvement, rigorous compliance, and operational excellence. You will partner closely with other members of Customer Relations alongside broader organisational stakeholders, to address key customer pain points.

Key Responsibilities

• Strategic Leadership & Team Development: Drive strategic initiatives and lead the IDR team through organisational change. Provide mentorship, coaching, and direction to generate a high-performance culture and ensure operational efficiency.
• Operational Delivery & Escalation Management: Oversee the end-to-end resolution of complex complaints, acting as the primary escalation point. Apply commercial acumen and sound judgment to mitigate the risk of Australian Financial Complaints Authority (AFCA) escalations.
• Regulatory Compliance & Risk Management: Ensure strict adherence to ASIC Regulatory Guide 271 (RG 271), the Banking Code of Practice (BCoP), and internal risk management frameworks. Implement Quality Assurance (QA) program outcomes to maintain exacting standards
• Stakeholder Engagement: Cultivate robust, collaborative relationships with internal and external partners to facilitate timely and effective complaint resolution.

Knowledge, Skills, and Experience

• Industry Expertise: Extensive background in the financial services sector, with advanced knowledge of Australian financial regulations, specifically ASIC RG 271, consumer protection laws, and AFCA methodologies.
• Leadership Capability: Proven senior leadership experience overseeing a complaints or dispute resolution team, with a demonstrated ability to manage cross-functional metrics and drive change management initiatives.
• Analytical & Commercial Acumen: Exceptional problem-solving skills with a keen eye for detail. Ability to interpret complex legal and financial frameworks and apply them practically to resolve customer issues.
• Communication Excellence: Highly developed written and verbal communication skills, including the ability to translate complex concepts into plain English and review team communications for accuracy and appropriateness.
• Customer Advocacy: Demonstrated experience in identifying and supporting vulnerable customers, with an unwavering commitment to improving customer outcomes.

Why Join Us?

This role offers the opportunity to exert a significant impact on our customer experience strategy and operational framework. We provide a collaborative, forward-thinking environment where your expertise in dispute resolution and continuous improvement will directly shape the future of our service delivery.

If you are a strategic thinker with a proven track record in financial dispute resolution and team transformation, we invite you to apply.

We offer flexible work options that put our people first, working in a hybrid model with a minimum local Head Office attendance requirement determined by your Leader, to find a rhythm that works best for you and your team. We believe that coming into the office some of the time is the best way to learn, stay connected and collaborate effectively, especially for key activities like team days, 1:1s, and town halls.

This role is a Full time, permanent opportunity based in Melbourne, Bendigo, Sydney or Adelaide.   

Please note, all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.

So, why work for us?

With over 2.9 million customers, we are one of Australia’s largest retail banks with a vision our purpose – ‘to feed into the prosperity of our customers and communities, not off it’. In fact, over $366 million have been put back into communities nationwide. We developed Up, Australia's first fully digital bank, which has grown to over one million customers in just six years. We are regularly 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! 

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!

Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now! 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 are committed to responding to all candidates, regardless of the outcome of your application.