Manager - Panel Case Management Team

The Financial Ombudsman Service (“FOS”) is an ASIC approved independent, non-profit organisation offering fair and accessible dispute resolution services to consumers and financial services providers across Australia. 

An opportunity has arisen within the Investments, Life Insurance & Superannuation Group of the Financial Ombudsman Service for a Manager – Panel Case Management Team.

The Investments, Life Insurance and Superannuation Group (“ILIS”) provides services to facilitate the resolution of disputes between consumers and providers of products and services in the areas of life insurance, financial planning, stock broking, managed investments and superannuation.

The main purpose of this role is to manage Panel Case Managers who handle ILIS disputes.  The role supports the decision making function of the Panels, Adjudicators and Ombudsmen with the timely provision of well prepared files. With the establishment of this position, there will be two Managers – Panel Case Management Team within ILIS, each leading a team of Panel Case Managers.

Your key responsibilities will include:

• Manage the timely completion of relevant panel case processes in accordance with FOS critical success factors
• Day to day oversight of Panel Case Manager team including work allocation, leave arrangements and performance planning and review
• Train, coach and mentor Panel Case Managers
• Review and approve correspondence, findings, reports and Recommendations prepared by Panel Case Manager team
• Conduct regular Panel Case Manager meetings to debrief or discuss difficult or unusual cases and provide opportunities for ongoing learning
• Liaise with the other Manager – Panel Case Management Team to ensure consistency of quality in the investigation of disputes and preparation of Recommendations and draft Determinations within ILIS
• Other duties as directed by Manager – Dispute Decisions

The successful candidate will have dispute resolution and/or legal qualifications and experience as well as be able to demonstrate their strong leadership and management skills.  Excellent written and oral communication skills are a must as is a commitment to effective dispute resolution and the provision of high level service. Relevant industry experience will be highly regarded.

Please send your application along with a covering letter, addressing the key selection criteria outlined in the position description, to careers@fos.org.au