Senior Manager - Complaints

Company Description

Lendi Group is a market-leading digital platform business that is focused on revolutionising the entire property journey. It operates Lendi - Australia’s original and #1 digital mortgage brand - and the iconic Aussie franchise.

Powered by an advanced AI proprietary platform, a national network of 1,300 brokers, 230 retail stores, a team of experienced buyer’s agents, integrated property search and conveyancing, Aussie is supporting customers at every step of their property journey to find, buy and own with more confidence than ever before. Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024.

To learn more about life at Lendi Group check out our blog: https://www.lendi.com.au/inspire/category/life-at-lendi/

• Innovation at Our Core – We challenge the status quo and push boundaries to create better solutions, with a goal of becoming AI-native by June 2026.
• Work with the Best – Collaborate with some of the brightest minds in fintech, financial services, and strategy.
• Make an Impact – Contribute to meaningful projects that shape our business and the future of property finance.
• Grow & Evolve – Develop your skills and advance your career in a fast-moving, purpose-driven environment.

About The Role

The Senior Manager, Complaints leads Lendi Group’s end-to-end complaints management function, ensuring we meet regulatory obligations and deliver fair customer outcomes. This role oversees Internal and External Dispute Resolution (including AFCA case management), systemic issue identification and escalation, and regulatory engagement in line with RG 271.

As the operational owner of the Complaints Handling Policy, frameworks, controls and training, the role drives best practice across the business.

The Senior Manager is also responsible for complaints systems oversight, data quality, reporting, insights and governance forum inputs to strengthen risk management and continuous improvement.

Job Description

• Lead the end-to-end complaints management function across Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR), ensuring compliance with RG 271, AFCA rules and internal SLAs.
• Oversee day-to-day Complaints Team operations, including intake, triage, investigation, written responses, conciliations and remediation.
• Act as senior owner for AFCA matters, ensuring high-quality submissions and timely implementation of determinations and agreed outcomes.
• Own and maintain the Customer Complaints Handling Policy, SOPs, controls and templates, ensuring they remain compliant and consistently applied.
• Identify and escalate potential systemic issues, partnering with the business to manage corrective actions and remediation.
• Oversee the complaints system of record, ensuring accurate case management, data integrity and effective reporting (including regulatory and governance reporting).
• Provide subject matter expertise for regulatory enquiries, audits and lender reviews relating to complaints and IDR.
• Lead, coach and develop the Complaints Team, driving quality, capability and a strong risk and compliance culture.

Qualifications

• Extensive experience in complaints management, dispute resolution or similar, preferably within financial services. 
• Demonstrated leadership experience leading a complaints or dispute resolution team in a regulated environment. 
• Deep working knowledge of: 
  • ASIC Regulatory Guide 271 – Internal Dispute Resolution 
  • AFCA complaint handling processes and fairness expectations 
  • Relevant consumer credit and financial services obligations (e.g. NCCP, National Credit Code, privacy, general ASIC conduct expectations). 
• Strong skills in complaints analytics and reporting. 
• Ability to manage complex/sensitive complaints, including vulnerable customers and high impact AFCA matters, with sound judgement and clear written reasoning. 
• Demonstrated ability to influence and partner with senior stakeholder and represent the function in regulatory and governance forums. 
• Experience working with or within AFCA or a comparable EDR scheme. 
• Experience in designing and implementing complaints dashboards or data environments. 

Additional Information

Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence. 

We support our people in a variety of ways, but a few of the benefits that our people rave about include: 

• A vibrant, relaxed, yet professional culture. 
• Hybrid working arrangement designed to support work-life balance, while fostering meaningful connection and collaboration. 
• A holistic wellbeing programs offering 24/7 support, including medical, mental health, and financial wellbeing services to enable our workforce to thrive at home and work. 
• generous paid Parental Leave: we celebrate our growing Lendi Group family with 18-26 weeks leave for primary carers and up to 4 weeks for secondary carers. 
• An additional week’s Loyalty Leave each year after reaching 3 years’ service. 
• Wellness initiatives with a strong focus on psychological safety.

We’re committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace.

Our culture is guided by our 3 core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. Our values are part of our core DNA that helps Lendi Group attract, engage and evolve talent and build best-in-class products.

Feeling like you don’t meet all the skills listed? That’s ok; we are always on the lookout for different skills, experience, and qualities and so we’d still like to hear from you.