Purpose;
The National Manager – Customer Advocacy is accountable for the end-to-end performance of Financial Assistance and Resolutions, ensuring customers experiencing financial difficulty, vulnerability or dissatisfaction receive fair, consistent, timely and compliant outcomes.
The role leads AAF and our Business Process Outsourcing (BPO). It is accountable for complaints and hardship governance, identifying systemic customer issues and using Voice of Customer insights to improve products, processes and customer outcomes.
Key Deliverables;
- Lead Financial Assistance, Resolutions and specialist customer-support teams across AAF and BPO.
- Own complaints, dispute-resolution and financial-assistance frameworks, controls and operational performance.
- Ensure matters are identified, recorded, triaged, investigated, decided and resolved within required timeframes.
- Maintain strong support practices for vulnerable customers, including family violence, financial abuse, mental-health challenges and bereavement.
- Use complaints, hardship and QA data to identify emerging risks, systemic issues and potential customer harm.
- Provide evidence-based reporting to executive, board, risk and compliance forums.
- Oversee backlogs, ageing, quality, productivity, cost and sustainable customer outcomes.
- Manage AFCA matters and relationships with financial counsellors, consumer organisations and other external stakeholders.
- Govern BPO/offshore service delivery, capability, training, controls and customer outcomes.
- Act as the business owner for transformation—setting requirements, accepting solutions and sustaining benefits—while Digital Operations leads major delivery.
Key Capabilities;
Customer Advocacy Leadership
- Lead teams delivering fair, consistent and compliant outcomes for customers experiencing hardship, vulnerability or dissatisfaction.
- Create a culture of accountability, empathy, quality and continuous improvement across AAF and BPO operations
Governance, Risk & Compliance
- Own complaints, dispute-resolution and financial-assistance governance, controls and performance frameworks.
- Ensure customer matters are managed within required timeframes and regulatory obligations
Insights & Continuous Improvement
- Use complaints, hardship, QA and Voice of Customer data to identify systemic issues, emerging risks and customer harm.
- Translate insights into product, process and customer-outcome improvements.
Stakeholder Influence
- Provide clear, evidence-based reporting to executive, board, risk and compliance forums.
- Build trusted relationships with AFCA, financial counsellors, consumer organisations and other external stakeholders.
Critical Experience
- Demonstrated depth in both complaints/dispute resolution and financial hardship, not “either/or”.
- Experience supporting vulnerable customers, including family violence, financial abuse, mental-health challenges and bereavement.
- Experience in regulated financial services environments with strong risk, compliance and governance capability.
- Proven multi-site and/or offshore leadership experience, including service delivery governance and capability uplift.
- Strong executive, board, risk and compliance reporting capability.
- Track record of operational improvement, backlog management, quality uplift and sustainable customer outcomes.
Qualifications & Experience;
- Demonstrated depth in both complaints/dispute resolution and financial hardship, not “either/or”.
- Experience supporting vulnerable customers, including family violence, financial abuse, mental-health challenges and bereavement.
- Experience in regulated financial services environments with strong risk, compliance and governance capability.
- Proven multi-site and/or offshore leadership experience, including service delivery governance and capability uplift.
- Strong executive, board, risk and compliance reporting capability.
- Track record of operational improvement, backlog management, quality uplift and sustainable customer outcomes.
Employee Benefits
We have a long list of benefits to suit your needs. On the clock, and off it. Here are a few favourites.
Birthday leave: Enjoy a day off on your birthday, because you deserve it.
Health and wellbeing leave: Take some well-deserved ‘me’ time, because your health comes first.
Volunteering day: Make an impact with a day dedicated to giving back to the causes you care about.
$500 ergonomic equipment reimbursement: Invest in comfort and productivity with support tailored to your work setup.
Recruitment referral program: We want to find and hire the best talent in the market, and we want to reward you with a payment of up to $5,000 for helping us identify and personally endorse high-calibre candidates you believe would be a great fit to come and work for us.
Employee rate program: When you’re part of the Angle Auto Finance team, you’ll gain access to our best auto finance rates with your next car purchase—just another way we’ve got your back.
Paid parental leave: Be there for life’s most important moments with time to support your growing family.
SPARK: The employee benefits program that gives you everything from discounts to wellbeing support.
Purchased annual leave: Gain extra flexibility by purchasing additional leave.
Diversity flex leave: Our people have the flexibility to observe culturally significant days by choosing an alternate day that better aligns with their cultural values.
We'd love to hear from you
Select the 'Apply' button above to send your resume through to the Talent Acquisition team.
Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce. It is our commitment to ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.
