Head of Customer Resolution & Hardship

About the role

The Head of Customer Resolution & Hardship leads enterprise‑wide Customer Resolution, Dispute Resolution and Hardship Care across Australia & New Zealand, ensuring fair, consistent support for customers in difficulty while balancing regulatory obligations and commercial objectives.

Key responsibilities

• Lead, coach and develop complaints and hardship teams, fostering a high‑performing culture with quality assurance and conduct‑risk monitoring.
• Maintain and improve IDR and EDR frameworks, ensuring matters are handled within regulatory timeframes and vulnerability requirements.
• Drive productivity and continuous improvement across IDR, EDR and hardship operations, reducing complaint volume and resolution costs.
• Use complaints and hardship insights to identify trends, systemic issues and business risks, preparing executive and board reporting.
• Manage relationships with external dispute resolution schemes, financial counsellors and consumer organisations, representing LFS in external matters.

Required profile

• 10+ years’ experience in financial services within disputes or hardship discipline.
• 5+ years’ experience in people leadership, including multi‑site and multi‑functional teams.
• 3+ years managing external stakeholder relationships with regulatory or industry bodies.
• Strong knowledge of Australian and New Zealand complaints, hardship, responsible lending, privacy, debt collection and customer vulnerability obligations.
• Proven ability to use operational data to identify emerging risks, customer harm and improvement opportunities.

What we offer

• Flexible hybrid working environment.
• Extra week of paid leave each year through the Take 5 initiative.
• 24/7 wellbeing support app (Sonder) for mental and physical health.
• Discounts on Latitude products and services.