Complaints Manager
Hybrid · Sydney, New South Wales, Australia
Job Summary
Lead the APAC Complaints Framework across the Asia-Pacific region, serving as the primary point of contact with AFCA and overseeing end-to-end complaint resolution, regulatory compliance, and dispute management. Manage IDR and EDR processes, ensure regulatory deadlines are met, supervise drafting of responses to customers and regulators, and drive systemic improvements by analyzing policy terms and complaint data. Collaborate with Legal, Insurance, Claims, and Underwriters to de-risk operations, identify trends, and support APAC partnerships. Leverage AI-driven tools to automate drafting/triage and provide data-backed updates on regional complaint volumes, regulatory risk, and performance.
Required Qualifications
- 5+ Years of experience in complaints management or dispute resolution within Australian insurance or financial services
- AFCA and Australian Regulatory Knowledge: hands-on experience with AFCA IDR/EDR, knowledge of General Insurance Code of Practice, ASIC requirements, AFSL obligations; RG146 qualification preferred
- APAC Market Awareness and ability to navigate jurisdictional differences in complaint handling
- Complaints Drafting: ability to write clear, technically accurate, well-reasoned complaint responses and regulatory communications
- Data-Driven: ability to monitor performance, identify trends, and drive systemic improvements
- Operational Excellence: track record of managing high complaint volumes, meeting deadlines, and maintaining rigorous records in a regulated environment
- Collaborative Mindset: experience working with Legal, Claims, Product, Operations in a fast-paced global team
- AI-Fluency: comfortable using AI-driven tools to support drafting, triage, and analysis
- Strong written and verbal communication skills
- High attention to detail and accuracy
- Sound judgment under pressure in regulatory or legally sensitive situations
- Customer focus and empathy
- Proactive and organized, with strong time management
- Comfortable working autonomously in a remote, globally distributed team
- Professional and confident representation of Cover Genius
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