Complaints & Resolution Manager

Leadership level Leading Self

Job level 4

Job family Risk Management

Division / department AMP Operations

Reports to manager job title National Licensing Manager

Number of direct reports Nil

Financial accountabilities As per delegations of authority

Key relationships Operations Teams and Managers, Channel Services Teams

and Managers, Licensee Teams and Managers, AMP
Advisers, Enterprise Risk Management, IT@AMP and other
teams as required

Location of role Melbourne

The AMP Promise & Our Strategy to Help

AMP’s vision is to be Australia’s and New Zealand’s favourite financial services company by 2020.

Our company was founded in 1849 on a simple promise - to provide financial security so people could
live with dignity. Our promise is to help people own tomorrow.

Helping people: it’s why we began more than 160 years ago, and why we continue. Helping people
own tomorrow is a powerful purpose. It has the capacity to make us the company that so many people
trust and recommend that we become Australia’s and New Zealand’s favourite financial services
company. That’s what we are aiming for by 2020.
AMP’s Culture – Bringing our Promise to life

Our Promise is help people own tomorrow, and our Practices bring our Promise and customer
experience to life.

AMP’s six simple practices were formed from really listening to our customers, and they define the
way we work together to help our customers. They inform our thinking, actions and decisions; the
design of every offer, process and system; and every customer experience.

Together, the six AMP practices describe how we work at AMP to deliver the experience our
customers want:

Our customers are at the core of AMP’s culture. We believe that what’s best for our customer is what
is best for our business. We have profound empathy for our customers. We deeply understand their
needs, goals, challenges and hopes. We’re obsessed with helping our customers live their best
life, because that’s how we define our own success.

AMP employees understand how their work contributes to the strategy and creates customer value.
Professionalism and integrity are core to the way we work, we collaborate across the business in
service of our customer. We eliminate non-value work that doesen’t align and quickly learn and adapt
to achieve better outcomes.

Description of department/division

AMP is structured around two businesses, AMP Financial Services and AMP Capital Investors.
AMP Financial Services provides customers in Australia and New Zealand with:
• Financial planning and advice
• Superannuation, retirement income and other investment products for individuals
• Superannuation services for businesses and employer-sponsored schemes
• Income protection, disability, general and life insurance
• Selected banking products

The Operations division provides effective and efficient quality services to our advisers and customers.
Purpose of the role

The main purpose of this role is to support the Client Registers Team with all aspects of complaints
and issues management and resolution. This includes end to end management of individual
complaints and issues, managing escalated, complex or secondary complaints, reporting,
compensation calculations, root cause analysis and process improvement.

An integral part to this role is to also develop a detailed risk assessment of the Client Register
functions and controls and to establish the ongoing framework and governance.

The incumbent will work with a number of internal stakeholders to achieve successful complaint and
issues resolution, including Client Registers Leadership Team, Channel Services Teams and
Licensees.

Main focus areas

• Case manage system and process issues that impact multiple teams on behalf of Client
Registers (including breaches, incidents and audit findings)
• Case manage the end to end resolution of escalated complaints (including escalations to
manager or other areas as appropriate).
• Supporting the end to end resolution of primary and secondary complaints, liaising with the
Client Registers LT, Group Legal and Finance as required.
• Act as an escalation point for complex or difficult cases for the Client Registers team
• Confidently manage a diverse range of complex complaints and disputes through to resolution
• Conduct root cause analysis on complaints to identify underlying issue/s
• Establish the framework for risk assessment, ongoing governance of controls and complaints
reporting.
• Facilitate and document a complete risk assessment of Client Registers and manage the
reporting and remediation of the agreed activities.
• Assist in the calculation and processing of compensation payments
• Maintain an in-depth knowledge Client Registers functions.
• Confidently navigate and source information from multiple internal systems and reference
materials
• Analyse complaint data and survey data to identify continuous improvement actions and work
with the business to implement these actions
• Provide regular feedback to the Client Registers leadership team in order to reduce the
incidence of complaints and issues
• Prepare and distribute complaint and compensation reports to relevant stakeholders as
required
• Support the development of training modules related to complaints and issues
Role specific capabilities

• Excellent relationship development skills applied within a customer service role

•
Excellent written and verbal communication
• Strong interpersonal and negotiation skills
•
Build rapport and establish relationships with internal and external stakeholders using a
collaborative manner to achieve desired results
• Strong customers/stakeholders engagement and management skills
• Proven ability to multi-task and prioritise tasks – in particular the ability to support and
prioritise tasks from more than one team member

• High level attention to details and commitment to quality

•
A demonstrated understanding of how efficient process and correct behaviour enable
excellent customer service.
• Ability to interpret data and conduct root/cause analysis to reduce wastage/improve
performance
• Ability to manage high volumes and lead a team to work effectively under pressure and/or
through a significant change event

Experience required

• Evidence of being ‘process driven’ and having high attention to detail

• Demonstrated problem solving and decision making skills
• Demonstrated process improvement experience

• Previous experience in leading people across financial services and driving a collaborative,
high performance culture
• Relevant experience in customer resolution and complaints management
• Relevant experience in risk management

• High integrity and business ethics demonstrated

• Understanding of the business and processes of financial planning

Qualification/s required

• Relevant experience within an operations function or in the financial service industry

• Appropriate tertiary qualifications desirable but not mandatory.