Complaints and Hardship Manager based in Springwood Your new company
An established organisation within the debt management and financial services sector is seeking an experienced Complaints & Hardship Manager to join their Legal, Risk & Compliance team in Brisbane. This role will play a key part in strengthening customer outcomes, regulatory compliance, and internal frameworks across complaints and hardship.
Your new role
Reporting to the Head of Legal, Risk & Compliance, you will lead the Complaints and Hardship function, managing a team of Complaints & Hardship Specialists and ensuring fair, consistent, and timely customer outcomes.

• Leading the end-to-end management of internal and external complaints, including AFCA/EDR matters
• Identifying complaint trends, systemic issues, and root causes to recommend process improvements
• Supporting the ongoing development of IDR/EDR frameworks and reporting requirements
• Ensuring compliance with ASIC RG 271 timeframes and procedural requirements
• Overseeing hardship processes and ensuring customers experiencing vulnerability or financial difficulty are supported appropriately
• Assessing complex hardship applications in line with NCCP Act obligations and internal policies
• Coaching and guiding frontline teams to identify and respond to hardship and complaint matters effectively
• Working closely with senior leaders, operational teams, regulators, AFCA, ASIC, financial counsellors, and advocacy groups

What you'll need to succeed
To be successful in this role, you will have strong experience across complaints, hardship, regulatory compliance, banking, finance, credit, or debt collection. You will be a confident people leader with the ability to manage sensitive customer matters while balancing regulatory obligations, customer advocacy, and commercial outcomes.

• Minimum 5 years' experience across complaints management, hardship, compliance, AFCA/EDR, banking, finance, credit, or debt collection
• Strong working knowledge of ASIC RG 271, AFCA Rules, NCCP hardship obligations, privacy legislation, and consumer protection requirements Word]
• Proven experience managing complex escalations, high-risk complaints, vulnerability matters, and regulatory reporting
• Strong written and verbal communication skills, including submissions, executive reporting, and regulator correspondence
• High emotional intelligence, resilience, and sound judgement when dealing with complex or sensitive customer circumstances
• Experience designing or improving complaints and hardship frameworks, QA models, systems, and training programs
• Strong stakeholder engagement skills and the ability to lead teams across multiple locations

What you'll get in return

• 160k + super + annual bonus

You will have the opportunity to step into a senior leadership role where you can make a genuine impact on customer outcomes, complaint reduction, hardship support, and regulatory best practice. This is a great opportunity for someone who enjoys process improvement, stakeholder engagement, and leading a specialist team within a regulated environment.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to kristina.neves@hays.com.au.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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