Team Manager – Dispute Resolution & Credit Specialists

About the role

The Team Manager – Dispute Resolution & Credit Specialists leads a multi‑disciplinary team that handles internal dispute resolution (IDR) and external dispute resolution (AFCA/EDR) matters. Based in Docklands, the role focuses on delivering fair, timely and defensible outcomes for customers while supporting the bank’s broader complaint strategy.

Key responsibilities

• Lead, coach and develop Dispute Resolution Managers and Credit Specialists, fostering a high‑performance culture with psychological safety.
• Manage capacity, prioritisation and workflow for complaint inflows, ageing work‑in‑progress and high‑risk cohorts such as hardship and complex credit cases.
• Provide strategic oversight of complex complaint resolution, including settlement positioning, evidence strategy, negotiation support and escalation pathways.
• Ensure outcomes align with hardship frameworks, collections policies and credit risk requirements, collaborating with Hardship, Collections, Credit Risk and frontline teams.
• Embed robust risk, governance and compliance practices, identify emerging systemic issues and drive remediation actions.
• Own performance metrics – timeliness, quality, productivity, customer impact and AFCA progression – and drive continuous improvement through simplified processes and decision frameworks.

Required profile

• Proven experience managing teams in dispute resolution, credit, collections or related financial services functions.
• Strong senior stakeholder management and ability to influence cross‑functional partners.
• Deep understanding of hardship, collections, credit reporting and external dispute resolution (AFCA/EDR) processes.
• Demonstrated capability to balance operational risk, compliance and business continuity requirements.

Required skills