Senior Advisor – Internal Dispute Resolution

About the role

We are looking for an experienced Senior Advisor to strengthen the quality, consistency and defensibility of our Internal Dispute Resolution outcomes. You will work across Brisbane, Sydney and Melbourne in a hybrid model, providing technical expertise on complex complaints and helping the team deliver fair customer outcomes.

Key responsibilities

• Provide expert technical guidance on complex and sensitive complaints.
• Uplift capability across Dispute Resolution teams through coaching, feedback, training and quality assurance.
• Review and refine written communications to ensure clarity, persuasiveness and alignment with policy and regulatory expectations.
• Interpret policy, liability and regulatory frameworks to support consistent, defensible decision‑making.
• Conduct targeted quality reviews and translate insights into practical capability‑uplift initiatives.
• Identify systemic issues, emerging risks and improvement opportunities across processes, products and customer outcomes.
• Collaborate with internal stakeholders and contribute to a high‑performing, purpose‑driven team environment.

Required profile

• Demonstrated expertise in complaints handling and dispute resolution within a regulated financial services environment.
• Strong understanding of regulatory obligations and industry frameworks.
• Excellent written and verbal communication skills with the ability to influence and simplify complex issues.
• Advanced critical thinking and problem‑solving capability.
• Passion for coaching and capability uplift.
• Resilience, sound judgement and ability to manage sensitive or high‑pressure situations.

Required skills

What we offer

• Meaningful work that protects customer trust and delivers fair outcomes.
• Hybrid working flexibility across major Australian cities.
• Career development through ongoing coaching, mentoring and professional growth.
• Supportive, collaborative culture focused on continuous improvement.