Manager, EDR

Location Sydney or Melbourne

If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking. 

For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we’ve been doing it for over 170 years. 

If we do our job well, we genuinely add to the prosperity of our country and its people. 

The purpose of this role is to manage AMP Bank related AFCA IDR and EDR complaints in accordance with the AMP’ Customer Complaints Framework and the broader enterprise accountabilities. This will involve completing the investigation, analysis and resolution of the complaint with AFCA and the customer in a timely manner that is fair and consistent

How will you make an impact

• Engage with customers, their representatives, AMP staff and other stakeholders in relation to AFCA IDR and EDR complaints concerning AMP Bank 
• Conduct detailed investigations and analysis of complex issues and circumstances in relation to AFCA IDR and EDR complaints, including examination of documentary evidence, consideration of legal and regulatory requirements and applying concepts of conduct and fairness to determine a fair and reasonable outcomes in the circumstances and making recommendations 
• Negotiate and facilitate suitable resolutions of complaints with customers and/or their representatives
• Interpret and apply relevant, regulatory requirements and industry codes when preparing written complaint responses to AFCA. Specifically, the Corporations Act 2001, National Consumer Credit Protection Act 2009, National Credit Code, the Banking Code of Practice, ePayments Code, AML / CTF obligations, Scams Prevention Framework and AFCA’s Rules and Approaches. 

Additionally, the role will represent AMP in AFCA matters, including conciliation conferences and other dispute resolution forums, and prepare high-quality complaint responses, submissions and determinations.

The role will also ensure compliance with legislative, regulatory and internal requirements, communicate complaint outcomes and key issues with stakeholders, identify and escalate risks, incidents, systemic issues and opportunities for improvement, while maintaining effective confidentiality, quality and risk controls.

What you will bring to the role 

• Ideally at least 5 years’ experience in banking industry, with a strong background in complaints management, dispute resolution and customer remediation.
• Relevant experience in complaints management, including engagement with AFCA and external dispute resolution schemes. 
• High-level ability to investigate and analyse complex customer disputes, assess documentary evidence, apply technical and regulatory information and exercise sound judgement to determine fair and appropriate outcomes. 
• Experience identifying, managing and escalating systemic issues, risks and complaint-related incidents. 
• Tertiary qualifications or relevant industry-based qualifications and/or experience. 
• Experience working to targets and goals within a structured, regulated environment.

Who you are

You are an excellent communicator with outstanding verbal and written communication skills and the ability to translate complex information into clear, practical insights for a range of audiences.

Approachable and collaborative in your style, you build effective relationships with stakeholders at all levels and thrive in a team environment. You value open communication, enjoy sharing knowledge and supporting colleagues and contribute positively to a high-performing and inclusive team culture.

You bring exceptional problem-solving, systems analysis and critical thinking skills, combined with exceptional organisational capability, attention to detail and a commitment to quality outcomes. 

You can effectively manage competing priorities, balance multiple deadlines and maintain a structured approach in a demanding environment.

Why we think you’ll love working at AMP

Doing what we’ve always done is not an option, so your clever ideas will get airtime here. You’ll be encouraged to speak up and try new things. If they don’t work, we move on – better for it.

We know there’s no one way of doing things. So, you won’t have to sacrifice who you are or how you work to fit in here. We’re inclusive and flexible in many of the ways you’d expect. And in some of the ways you wouldn’t. As long as your health and wellbeing come first - at home and at work. 

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you’ll find moments to connect, feel valued and do meaningful work. 

Whether it’s through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have. 

We believe in the power of inclusion and diversity

We’re dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers. 

We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process. 

We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website.

Ready to create your tomorrow?

If you’re someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.

Don’t procrastinate! We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.

Looking forward to meeting you.