Complaints Manager

Apply Job no: TG6EC Since 1959, Australian Military Bank has provided members with fantastic service, great rates and competitive banking and insurance products. As a member-owned financial institution, we are all about putting members first and helping them to achieve their financial goals. We offer mortgage, consumer and credit loan facilities as well as products and services within superannuation, everyday transactions, savings, term deposits and insurance. Make a real impact on member outcomes and trust. At Australian Military Bank, we're committed to supporting those who serve and have served our country. We're looking for an experienced Complaints Manager to lead the end to end management of member complaints and disputes, ensuring fair, timely and member focused outcomes while driving meaningful improvements across the Bank. This is an opportunity to play a key role in strengthening member experience, regulatory compliance and continuous improvement by transforming complaint insights into positive business change. About the Role Reporting into the Risk & Compliance function, you will take ownership of the Bank's complaints management framework and oversee the full complaints lifecycle from intake and investigation through to resolution and closure. You will work closely with stakeholders across the Bank to ensure complaints are managed consistently, professionally and in line with regulatory obligations, while identifying trends and root causes that improve products, services and member outcomes. Your Role: Manage the end to end handling of member complaints and escalated matters Investigate complaints and deliver fair, balanced and well reasoned outcomes Coordinate responses to external dispute matters, including AFCA cases Provide expert guidance on complaints handling requirements and best practice Prepare high quality written responses, reports and governance documentation Monitor complaint workflows to ensure compliance with regulatory timeframes Analyse complaint data to identify trends, emerging risks and root causes Develop reporting and dashboards for management and governance forums Support process, policy and control improvements arising from complaint insights Contribute to the Voice of Member Committee and broader member experience initiatives About You You'll bring a strong understanding of complaint handling within a regulated environment and be passionate about delivering positive member outcomes. You will also have: Experience in complaints, dispute resolution, case management, risk or compliance roles Knowledge of regulatory requirements within financial services Experience managing AFCA matters or external dispute resolution processes Strong analytical and problem-solving skills Exceptional written communication and report-writing capability The ability to influence and collaborate with stakeholders across all levels of the organisation Strong organisational skills and the ability to manage competing priorities A proactive mindset with a focus on continuous improvement and member outcomes Benefits Working with Australian Military Bank will provide you access to a great range of benefits including: Staff Banking product + Services discounts Novated Leasing options 4 weeks Paid Parental + Purchased Leave option Referral Reward Program Employee Assistance Program Annual Flu Shot + Blood Donor Leave Polo Shirt provided Service Awards Why Us Australian Military Bank forms an integral part of the wider Defence community. We offer our staff competitive remuneration, discounts on banking and insurance products and ongoing learning and development programs. You will be provided with training and coaching on the job to provide you with the tools to be successful in this role. Australian Military Bank provides realistic progression opportunity nationwide and the opportunity to embrace new technologies and ways of working. Probity check As we are an Authorised Deposit Taking Institution, there is a requirement to complete the standard range of Credit, Police and Bankruptcy checks prior to commencement of employment. This is an exciting, challenging position with the opportunity to build your career with a highly trusted mutual bank. We move quickly with our interview process, if you are keen please submit your CV today! If you're passionate about customer outcomes, regulatory excellence and driving meaningful change, we'd love to hear from you. Apply today and help us turn member feedback into better experiences for those who serve. Published on 24 Jun 2026, 6:49 AM