Consumer Operations Manager - Hybrid

The Public Access Centre is the frontline for consumer engagement, providing education, support, and resolution of inquiries and complaints. This team plays a vital role in maintaining trust and satisfaction while ensuring compliance with regulatory bodies such as the Australian Financial Complaints Authority (AFCA) and the Office of the Australian Information Commissioner (OAIC).

As Manager – Public Access Centre, you will lead a high-performing team, shape the consumer experience, and drive operational excellence. You’ll foster a collaborative and inclusive culture where team members feel empowered to deliver exceptional service.

What You’ll Do

• Lead, mentor, and develop a diverse team to deliver outstanding consumer support.
• Ensure all consumer interactions are professional, positive, and resolved efficiently.
• Build strategies to improve operational efficiency and consumer satisfaction.
• Maintain compliance with regulatory requirements and manage relationships with AFCA and OAIC.
• Collaborate with internal teams (Legal, Risk, Compliance, Data & Analytics) to align on goals.
• Use data insights to inform decisions and enhance consumer self-service options.
• Promote continuous learning and improvement within the team.