Job Description

If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking.

For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we’ve been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

How you’ll make an impact

This role supports quality, consistency and compliance across complaint handling. It applies specialist quality knowledge to review complaint activity, identify improvement opportunities and support service standards that improve customer outcomes, RG271 compliance and department performance.

In this role, you will:

• Quality assurance frameworks Support the design, implementation and ongoing improvement of complaint quality assurance frameworks, review standards, sampling, calibration and governance routines.
• Complaint quality review Review complaint activity, responses, outcomes and calculations to support quality, fairness, consistency and compliance.
• RG271 compliance Support complaint handling practices that meet RG271 requirements, including timeframes, written responses, record keeping and escalation.
• Service standards Monitor complaint quality and service standards to help improve customer outcomes and department performance.
• Insights and improvement Use quality findings and performance data to identify trends, root causes and practical improvement actions.
• Guidance and feedback Provide clear feedback, coaching and quality guidance to support capability uplift across the complaints team
• Process and control improvement Contribute to improvements in templates, guidance, workflows and controls that support consistent complaint handling.
  
  Stakeholder engagement: Work with Complaints, Operations, Product, Risk, Compliance, Legal and change teams to support agreed actions and improve outcomes.

What you will bring to the team

Ideally, you will bring the following experiences to this role:

• 2+ years relevant experience in complaints, dispute resolution, case management, quality assurance or a related operational role, preferably within financial services or another regulated environment.
• Experience reviewing complaint activity, responses, outcomes or calculations to support quality, fairness, consistency and compliance.
• Working knowledge of RG271 internal dispute resolution requirements and how they apply to complaint handling.
• Experience using or supporting quality assurance frameworks, review standards, calibration practices or governance routines to measure performance and identify improvement opportunities.
• Ability to use quality findings, complaint data or performance information to identify trends, root causes, risks and practical improvement actions.
• Experience contributing to process, policy, procedural, template or system improvements that support consistent complaint handling.
• Ability to provide clear feedback, coaching or guidance to support quality outcomes and capability uplift.

You’ll thrive here if…

If you can adapt from BAU to the ambiguous with ease, you’ll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you’ll be expected to jump in and deliver across a variety of areas. Meaning, you’ll be closer to the action and executive decisions that influence where we go next.

If you’re someone that can hold their own, you’ll find AMP quite liberating.

Why we think you’ll love working at AMP

Doing what we’ve always done is not an option, so your clever ideas will get airtime here. You’ll be encouraged to speak up and try new things. If they don’t work, we move on – better for it.

We know there’s no one way of doing things. So, you won’t have to sacrifice who you are or how you work to fit in here. We’re inclusive and flexible in many of the ways you’d expect. And in some of the ways you wouldn’t. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you’ll find moments to connect, feel valued and do meaningful work.

Whether it’s through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.

We believe in the power of inclusion and diversity

We’re dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers.

We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process.

We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website.

Ready to create your tomorrow?

If you’re someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.

Don’t procrastinate! We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.

Looking forward to meeting you.