Policy and Process Lead
$1000 to $1200 per day.

A leading enterprise organisation is seeking an experienced Policy and Process Lead who can establish new processes and policies for their Complaint Handling department.

Profiles with a background in Complaints, Scam Prevention, Contact Centre or Claims processing will be a strong fit.

Long term contract - Hybrid in Sydney.

Responsibilities:

• Draft the policy framework for complaint handling ensuring it complies with regulatory standards
• Define and document the end to end complaint handling process from intake to resolution
• Test the existing operating design against the compliance requirements
• Define and document the governance model for complaint handling

Desired experience:

• Background in Policy and process development within complaints, scam prevention, contact centre or claims processing
• Experience with governance and compliance testing existing processes and policies
• Experience creating policy frameworks
• Experience working in a highly regulated industry