The posting
- Help shape fair and meaningful customer outcomes at Zip, taking ownership of complex external disputes and driving improvements that make a real difference.
- Bring your experience in financial services, compliance or dispute resolution, with knowledge of AFCA or similar external dispute resolution frameworks.
- Permanent, Sydney based individual contributor role, collaborating with teams across Risk and Compliance, Customer Service, Credit, Fraud and Product.
Write your story with a career at Zip
Join Zip's Risk and Compliance team, helping our businesses deliver fair customer outcomes while meeting our regulatory and compliance obligations. We're a collaborative team that brings together risk expertise, sound judgement and a Customer First mindset to help the business navigate complex challenges and continuously improve how we work.
As our Compliance Operations Manager, you'll play an important role in managing external disputes and privacy requests, ensuring customers receive fair, timely and well considered outcomes.
Working with external dispute resolution bodies including the Australian Financial Complaints Authority (AFCA) and you'll manage complex matters, build effective stakeholder relationships and help strengthen Zip's approach to dispute resolution.
Beyond resolving individual cases, you'll use complaint insights to identify emerging risks, improve processes and contribute to a proactive, customer focused compliance environment.
What you’ll own
- Manage a portfolio of external dispute resolution complaints from investigation through to resolution, delivering fair, timely outcomes in line with regulatory requirements and relevant dispute resolution frameworks.
- Prepare clear, balanced and well structured submissions to external dispute resolution bodies, bringing together evidence, customer circumstances and regulatory considerations.
- Manage requests received through Zip's Australian and New Zealand privacy inboxes, ensuring responses are accurate, timely and aligned with applicable privacy obligations.
- Coordinate the EDR workflow, including case allocation, escalation of complex matters and monitoring progress to support timely resolution.
- Build effective working relationships with external dispute resolution bodies and internal stakeholders, helping resolve sensitive and complex customer matters.
- Partner with Customer Service, Credit, Fraud and Product teams to investigate complaints, identify underlying issues and improve customer experiences.
- Analyse complaint data to identify trends, systemic issues, emerging risks and control gaps, translating insights into practical recommendations.
- Prepare meaningful reporting for risk and compliance governance forums, highlighting key themes, customer impacts and opportunities for improvement.
- Contribute to the ongoing development of Zip's EDR framework, strengthening processes, controls and ways of working across products.
- Support quality assurance and peer reviews to maintain consistent, high quality dispute handling and regulatory compliance.
- Share your knowledge with colleagues and business stakeholders, supporting training and capability development in dispute resolution and complaints management.
- Identify opportunities to improve efficiency and customer outcomes through smarter processes, automation and the thoughtful use of AI and new tools.
What you’ll bring to the team
Zipsters work on a broad range of initiatives, and our skills and experiences all look a little different. What really matters to us is that you’re a great fit with our four Values, and have a desire to learn and grow.
So whether you meet some or all of the desirable attributes below, we’d still love to hear from you:
- Around 6+ years of experience in compliance, legal, dispute resolution or financial services, with exposure to external dispute resolution processes and regulatory requirements.
- Knowledge of AFCA or similar external dispute resolution frameworks, with experience engaging external bodies and managing customer complaints.
- Strong written communication skills, with the ability to prepare clear, balanced submissions and explain complex matters in a way that is easy to understand.
- Sound judgement and a customer focused approach to managing sensitive disputes, balancing regulatory obligations, fairness and commercial considerations.
- Strong analytical and problem solving capabilities, with the ability to identify complaint trends, investigate root causes and recommend practical improvements.
- Experience navigating customer service and administrative systems to gather information, review evidence and support thorough investigations.
- Strong organisational skills, with the ability to manage competing priorities, fluctuating caseloads and regulatory deadlines.
- A collaborative approach to working with stakeholders across different business functions, building trust and contributing to shared outcomes.
- A proactive and curious mindset, with an interest in improving dispute resolution processes, controls and customer experiences.
- A mindset that embraces AI and new tools to adapt, learn and grow.
- An aptitude for identifying and managing risks. Whether you are a People Manager or an Individual Contributor, we are all leaders at Zip, therefore effective risk management is important to how we run our business and part of all our roles.
- Our values in your DNA. Customer First, Own It, Stronger Together and Change the Game.
What you’ll get in return
As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.
Zip is a place where you’ll get out exactly what you put in. When you join the team, we'll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.
Zipsters tell us these are just some of the best things about working here. You’ll also receive:
- 25 days paid leave annually, including birthday leave and quarterly wellbeing days
- 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers
- Family support policies including miscarriage bereavement leave and domestic violence leave
- Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our Wellbeing platform Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass
- 2 days paid volunteering leave, 2 days study leave and 2 days religious or cultural leave per year
- Fee-free Zip products, and discounts with Zip merchant partners (AU)
- Team social events, epic offices, free breakfast daily, and weekly free lunches (Sydney and Melbourne)
- Access the Flare Benefits Hub & Novated Leasing: Save on groceries, fuel, tech, fashion, dining and more, with exclusive health perks, wellbeing guidance and potential tax savings on car ownership.
Be a part of a team that reflects the diversity of our customers
We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.
Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know if there are any adjustments that need to be made to ensure you have a fair and equitable experience.
And finally…get to know us
Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products.
In Australia and New Zealand, Zip offers access to point of sale credit and digital payment services, connecting customers with merchant partners and helping people take control of how they pay.
We're proud to be a values led business and our values, Customer First, Own It, Stronger Together and Change the Game, guide us in everything we do.
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