Total 713 Others job vacancies in Melbourne & Sydney

As a Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. You will: 

• Review complaints from consumers and small businesses that have not been resolved directly with the financial firm
• Work with consumers and financial firms to gather information and understand the core issues
• Apply a sound understanding of the AFCA complaint resolution criteria including relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decision to resolve financial complaints fairly and efficiently
• Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
• Investigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English.

The kind of complaints you would review will be across:

• Domestic Insurance such as home and contents for car insurance
• Travel or ticket insurance
• Pet insurance
• Sickness or accident insurance
• Strata title insurance
• Small business insurances including farm insurance

As a Senior Dispute Resolution Specialist in General Insurance, you will leverage your expertise in negotiation, conciliation, and case work investigation to ensure fair and efficient resolution of financial complaints. Working alongside a dedicated team, you will review complex complaints from consumers and small businesses that have not been resolved directly with the financial firm. Your objective will be to impartially negotiate fair outcomes, ensuring that all parties involved in the general insurance industry are satisfied with the resolution.

In this role, you will have the opportunity to:

• Review and investigate complaints from consumers and small businesses
• Gather information and understand the core issues of the complaints
• Determine key issues and gather further information from complainants and third parties
• Apply AFCA complaint resolution criteria and relevant legal principles to resolve complaints fairly and efficiently
• Mentor and provide guidance to staff members in complaint resolution and casework management, ensuring consistent high-quality service.

The kind of complaints you would review will be across:

• Domestic Insurance such as home and contents for car insurance
• Travel or ticket insurance
• Pet insurance
• Sickness or accident insurance
• Strata title insurance
• Small business insurances including farm insurance

Our Why 

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow. 

About the Role (your why)  

We are looking for an experienced General Manager to lead a team of service delivery management professionals. In this role you will be focused on developing and implementing strategy and business plans across your team and with the broader Datacom direction. The role will oversee daily business activities, including working alongside colleagues for sales and customer success adding value and improving overall business functions.

Our offices are based in Adelaide, Brisbane, Canberra, Melbourne, Perth and Sydney. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/ life balance. We therefore leave it to you and the team you join to figure out what works best! 

What you’ll do   

As our General Manager – Service Delivery Management, you will be responsible for ensuring that we deliver service excellence to our customers in commercially compliant and financially sustainable way. Using your strong influencing skills, you will support your team in driving continual service improvement for our customers across our matrix organisation, championing a security first approach in everything we do. With your in-depth experience of technology services outsourcing, you will be able to represent and advocate for our solutions and offerings in support of in account and new customer growth. You will be able to demonstrate strong leadership skills and be able to support our people in all situations and help them in their career development journeys.

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs. 

What you’ll bring  

• A bachelor’s degree in business or other relevant field or equivalent work experience
• 10+ years of senior commercial or sales experience within a complex and multifaceted manage services environment
• Demonstrated experience managing service delivery teams within an outsourcing arrangement
• Strong business acumen
• Excellent customer relationship building and management skills
• Strong influencing and persuasive ability
• Ability to manage complex issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends
• Exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results
• Establishes and assures adherence to budgets, schedules, work plans, and performance requirements
• Ability to frequently interact with a variety of stakeholders and team members, normally involving matters between functional areas, other Datacom divisions, customers and the company
• Proven negotiating skills with the aptitude to ensure win/win situations for all parties
• Ability to build and lead an effective and high performing team
• Detailed understanding of service management methodologies and processes including the ITIL framework
• Demonstrate experience or acceptable knowledge of industry standards such as; ISO 27001, ISO 20000, ISO 9000

Why join us here at Datacom? 

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us. 

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment. 

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities. 

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.