Job Description

At Insignia Financial, we’re focused on delivering better outcomes for our members by continuously improving the way we manage customer resolutions and remediation. We’re looking for a Manager, Continuous Improvement to help drive meaningful change across process, technology, reporting, procedures and training within our Customer Resolutions and Product Remediation functions.

This is a highly visible role where you’ll partner across the business to uplift operational maturity, strengthen regulatory compliance, and embed customer-centric practices that create sustainable improvements.

About the Role

You will lead initiatives that improve how complaints and remediation activities are managed across the organisation. You’ll combine strategic thinking with hands-on delivery, identifying opportunities, solving root causes, influencing stakeholders, and implementing practical solutions that improve customer outcomes, regulatory compliance and operational effectiveness.

You’ll play a key role translating regulatory expectations into everyday operational practices while driving continuous improvement across technology, process, controls, reporting, and capability uplift.

What You’ll Be Doing

• Lead the identification, prioritisation, design, and delivery of initiatives across Customer Resolutions and Product Remediation
• Act as a subject matter expert and trusted advisor on complaints handling, remediation practices, and continuous improvement
• Translate regulatory requirements, including RG271 and RG277, into practical processes, procedures, and training
• Partner closely with Frontline Teams, Customer Resolutions, Product Remediation, Legal, Risk, Compliance, Technology, and Data teams to identify issues and deliver sustainable change outcomes
• Drive uplift initiatives across complaints and remediation technology, reporting capability, data quality, and management insights
• Develop and enhance policies, frameworks, procedures, and operational guidelines to support consistent and compliant practices
• Support capability uplift by identifying training needs, developing materials, and partnering with Learning teams
• Define success metrics, track benefits realisation, and provide progress reporting to senior leaders and governance forums
• Lead change management activities including stakeholder engagement, impact assessments, communication, and adoption planning
• Use insights, trends, and root-cause analysis to identify opportunities for preventative improvements and operational efficiencies

What We’re Looking For

• Tertiary qualifications preferred
• 5+ years’ experience within financial services, superannuation, banking, or insurance
• Demonstrated experience within complaints, remediation, risk, governance, or regulatory environments
• Proven track record leading continuous improvement or transformation initiatives in complex organisations
• Strong understanding of complaints and remediation obligations and frameworks
• Experience improving processes, controls, reporting, and/or technology within regulated environments
• Excellent stakeholder management skills with the ability to influence across senior leaders and cross-functional teams
• Strong analytical and problem-solving capability, with experience conducting root-cause analysis and translating insights into action
• Excellent written and verbal communication skills, including preparing executive-level papers and reporting
• A proactive, delivery-focused mindset with resilience, accountability, and a strong commitment to customer outcomes

To Apply

Read more about why you should join our team https://www.insigniafinancial.com.au/careers/working-with-us/why-join-our-team

Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment.

Please note that applications from agencies will not be considered at this time.

We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.