National Manager, Advice Complaints

Apply now Job no: 598367
Work type: Permanent Full Time
Location: Sydney
Categories: Risk & Compliance, Financial Planning (AMP)


About the role

The ERM Advice team is accountable for how we develop and deliver quality, compliant, client-focused advice solutions through our advisers and planners.

The purpose of this role is to lead a team to provide a robust technical understanding of the regulatory framework in support of the advice process, so that we can service our advisers and clients in the delivery of appropriate advice and effective complaints resolution.


• Lead a team to manage the research services processes and end-to-end investigation, analysis and resolution of Client Complaints / Claims Internal and external dispute Resolution and related Indemnity Insurance requirements for all AMP Advice licensees.

• Lead and co-ordinate the AMP Advice dispute resolution process. This includes: Identifying issue or cause of complaints and resolutions

• Liaising with clients, advisers, management, legal representatives, external bodies and internal stakeholders to ensure the timely, transparent and fair resolution of complaints

• Identifying trends in advice complaints and monthly reporting

• Fostering strong and collaborative relationships with key stakeholder groups, both internal and external

• Build and maintain a robust and compliant complaints, claims and dispute management framework

• Lead and develop a high performing team in relation to dispute resolution including identifying training needs for team members

Role specific capabilities
• Detailed understanding of the financial services industry, financial planning process and small business operations
• Experience in a leadership role, with demonstrable experience in leading and developing a team to deliver on quality and efficient service, key strategic and operational goals.
• Thorough understanding of the legal, compliance and regulatory frameworks in the Financial Services industry
• Business acumen with the ability to understand internal and external business drivers.
• Strong knowledge of administrative tools, systems and processes is preferred
• Demonstrated experience in completing research and analysis with a sound knowledge of financial planning principles and practises in the provision of high quality advice within current regulatory, compliance and risk management framework
• Experience in Complaints and claims management
• Experience in managing claimants and service providers in negligence complaints and claims including sensitive negotiations.
• Proven experience in a compliance or a financial planning/advice related role
• Experience in a leadership role, with demonstrable experience in leading and developing a team to deliver on quality and efficient service, key strategic and operational goals.

Qualification/s required

• Legal qualifications appropriate to the management of client complaints and claims (preferred but not essential)
• Advanced Diploma of Financial Services (ADFS) or similar
• Other Tertiary qualifications relevant to the field of financial planning and advice (highly regarded).
• RG146 compliant

Why AMP?

Working for AMP means working for a company that empowers its people to make a difference, while providing the support of a highly talented, experienced team. We understand that it is our customers that make us great. And because people achieve their best in different ways, our culture is flexible and supportive, to give you the freedom to focus on outcomes rather than just processes.

Our Culture
AMP is an organisation like few others. We enjoy a culture that recognises individuality yet encourages collaboration, giving real meaning to our work and making a difference to our people and our customers.

Access a great range of benefits such as flexible working options, retail discounts, social club, onsite gym, competitive home loan rates, leading superannuation contribution, discounted financial advice and personal insurance.


Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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