Role Overview:
We are seeking a Manager, Privacy and Complaints to join our Compliance Systems and Governance team. This pivotal leadership role is responsible for overseeing and managing privacy and complaints processes across the organisation. The role requires a strong focus on strategic thinking, while ensuring compliance with government legislation, particularly changes to the Privacy Act, and driving continuous improvements to the organisation's privacy and complaints management frameworks.
In this role, you will be responsible for managing privacy complaints, interpreting relevant privacy legislation, and revising policies and governance documents. You will lead a team of two professionals (Complaints Officer and Quality Assurance) and work closely with the Privacy Officer to ensure the organisation's processes align with best practices and legislative requirements.
Key Responsibilities:
Leadership and Team Management
... - Lead and manage a team of two professionals (Complaints Officer and Senior Policy Officer), providing guidance, mentor ship, and support to ensure high performance and alignment with organisational goals.
- Foster a positive, inclusive, and productive team culture, ensuring staff have the resources, training, and support needed to succeed in their roles.
- Promote a healthy work-life balance, encouraging ongoing professional development while maintaining a focus on team well being.
Privacy and Complaints Management
- Oversee the continuous improvement of privacy and complaints management frameworks to ensure compliance with relevant legislation, policies, and best practices.
- Monitor, analyse, and review complaints data to identify trends and systemic issues that may require further management action.
- Lead and manage the complaints management system, ensuring all complaints are resolved in a timely and efficient manner, and in compliance with regulatory standards.
- Ensure privacy, right-to-information, and administrative release of information requests are handled in accordance with applicable legislative requirements.
Legislative Interpretation and Compliance
- Interpret relevant privacy legislation, particularly changes to the Privacy Act, and ensure that all privacy practices and policies are updated accordingly.
- Advise senior management and internal stakeholders on the legislative implications of privacy and complaints processes, ensuring compliance with privacy laws and organisational obligations.
Systemic Improvements and Policy Development
- Lead the development, review, and implementation of policies, procedures, and operational guidelines related to complaints management, privacy, and right to information.
- Drive continuous improvement efforts within privacy and complaints management frameworks to ensure the systems remain effective and aligned with best practices.
- Identify systemic issues and propose actionable solutions to enhance the efficiency and effectiveness of the complaints management system.
Stakeholder Engagement
- Liaise with senior management and other internal stakeholders to review complaints responses and determine appropriate actions arising from complaints.
- Provide expert advice on complaints management, privacy, and information requests, ensuring transparent responses in line with governance obligations.
Training and Development
- Develop and deliver targeted training programs to enhance staff understanding of privacy, complaints management, and information requests.
- Ensure that staff members are equipped to manage complaints and privacy matters in compliance with organisational policies and legislative requirements.
Reporting and Performance Evaluation
- Prepare detailed reports, briefing notes, and business cases for senior leadership, providing insights into the effectiveness of privacy and complaints management practices.
- Lead the evaluation of outcomes arising from privacy and complaints functions, identifying areas for improvement and ensuring alignment with the organisation's broader strategic goals.
Project Management and Governance
- Contribute to key projects within the Strategy and Governance division, ensuring that the division's strategic objectives are met.
- Oversee governance and risk management processes within the Privacy and Complaints function, ensuring all actions are aligned with the organisation's priorities and regulatory requirements.
Key Capabilities:
- Strategic Thinking: Ability to think critically and strategically, ensuring decisions are aligned with long-term organisational goals.
- Leadership: Proven ability to lead and develop a small team, inspiring clarity, engagement, and alignment with organisational objectives.
- Legislative Interpretation: Strong understanding of privacy laws, particularly the Privacy Act, and the ability to interpret and implement legislative changes into organisational policies and processes.
- Systemic Improvements: Ability to identify trends and implement systemic improvements in privacy and complaints management processes.
- Governance and Compliance: Strong background in managing compliance and governance frameworks, ensuring all actions meet legal and regulatory standards.
- Stakeholder Engagement: Skilled in liaising with senior management and internal teams to ensure transparency and responsiveness to privacy and complaints issues.
- Communication Skills: Strong verbal and written communication skills, including the ability to prepare complex reports, business cases, and policy documents.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
