Disputes Resolution Team Leader Anz - Melbourne, Australia - Afterpay

Afterpay

Verified Company

Melbourne, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Company Description:

It all started with an idea at Block in 2013. Initially built to take the pain out of peertopeer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world's relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We've been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
Check out our locations, benefits, and more at

Primary reporting line:

Global Disputes Manager

Responsibilities:

Key responsibilities:

Support your team to deliver on a complaints model that looks to achieve a customer centric experience, establish performance expectations and monitor for daily improvement, assure training is continuously maintained, audit performance and staff records to assure compliance with policy and procedure
Provide support to the Customer Service team for escalated complaints, where first level resolution team members have not been able to resolve.
A strong understanding of complaint drivers, ability to dissect complaint data to transfer insights into an actionable execution plan.
Ability to present insights which represent both the customer experience / journey, as well as commercial outcomes / opportunities.
Ability to establish and maintain strong engagement with external complaint and regulatory bodies to ensure a customer centric experience aligned to the Afterpay values.
Maintain up to date knowledge of industry trends and technical developments within the complaints and BNPL industry.
Prepare and present reporting for stakeholders on complaint volumes, complaint categories and insights from internal and external dispute resolution.
Analyse complaint data, report on trends to the business, and make recommendations to improve processes.
Outcome oriented leader who is able to evaluate and reengineer processes to ensure the best possible outcomes for the customer and business, as well as the ability to solve complex problems.
Operate within the standard operating procedures and promote compliance across all touchpoints and teams with a solid understanding of relevant legislation, guidelines and industry.
Identifies and addresses challenges impacting staff's ability to adequately evaluate complaints within a standardized process
Involvement in / leadership of regulator requests for information in conjunction with Legal/Compliance
Hold everyone in the team accountable for their performance/actions and always lead by example.
Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved
Owns and maintains workforce models, training plans, and staff recruiting onboarding and offboarding
Leads team's performance and oversight of staff's performance and development
Leads and develops a team, providing direct staff member supervision and ongoing coaching
Drives a culture of continuous improvement within the complaints function

Other:

Other tasks and ad hoc projects within the scope of the role may be required from time to time
The global nature of our team requires this role to work flexibly in order to connect to and lead teams who operate in North America, Australia, UK and Spain.

Qualifications:

2 years + Leadership within Dispute Resolution and Financial Services
Proven staff leadership and performance management
Superior Strong verbal & written communication skills ability to draft detailed, logical and comprehensive findings to external dispute bodies.
Proven experience in conflict resolution and strong problem solving abilities
Leadership skills and the ability to oversee multiple projects simultaneously
Demonstrated experience in dispute resolution, including communication and management of complaint cases to external groups and governing bodies.
Strong key stakeholder engagement both internal & external
Active involvement and ability influence others to desired outcomes
Handle complex disputes tactfully exercise discretion and make complex independent decisions to ensure the best outcome
Ensure operations policies, procedures, processes, and disclosures meet regulatory requirements and applicable laws.
Maintain a great culture and foster an environment where people want to work
Coach individuals so that they reach their full potential
Ability to successfully manage workload to timelines
Proven background i