Senior Manager, Complaints Policy and Reform

• Full time, fixed term opportunity until 24 November 2027

• Lead Complaints Policy Reform and Drive Organisational Change

• Offering a competitive remuneration package including 17% superannuation 

About the opportunity 

The Senior Manager, Complaints Policy and Reform leads the University's complaints policy and reform agenda. The role combines strategic thinking with hands-on delivery, including drafting policies and procedures, developing frameworks, engaging stakeholders and supporting the implementation of improvements across complaint management functions.

Working across a diverse and complex environment, you will lead the development of contemporary policy, governance and assurance frameworks that support fair, accessible, consistent and accountable complaint handling. You will partner with senior leaders, policy owners, legal advisors and subject matter experts to ensure complaints policies and governance arrangements remain aligned with legislative requirements, sector expectations and the University's strategic objectives.

This role offers a unique opportunity to influence organisation-wide reform and deliver meaningful change. As a trusted policy expert, you will provide strategic advice on complex governance and regulatory matters, lead consultation and engagement activities, and identify opportunities to strengthen institutional accountability, transparency and continuous improvement across the University.

Key responsibilities

• Lead the review, development and implementation of complaints-related policies, procedures, standards and guidance.

• Develop and maintain a coherent, principles-led complaints policy framework across multiple specialist complaint domains.

• Provide expert advice on complex policy, governance, legislative and regulatory matters.

• Conduct strategic research and environmental scanning to identify emerging risks, trends and reform opportunities.

• Lead stakeholder consultation and engagement activities to support effective policy design and implementation.

• Develop governance, assurance and accountability mechanisms that support compliance, oversight and continuous improvement.

About you

• Significant experience leading complex policy development, review and implementation projects in a large multi-faceted environment.

• Demonstrated expertise in governance, compliance, legal, policy or regulatory environments.

• Strong ability to interpret legislation, analyse complex issues and develop practical policy solutions.

• Exceptional stakeholder engagement and influencing skills, with experience building consensus across diverse groups.

• Highly developed written and verbal communication skills, including the ability to prepare executive-level reports and recommendations.

• Relevant qualifications in law, public policy or a related discipline, or an equivalent combination of experience and training.

Sponsorship / work rights for Australia

You must have unrestricted work rights in Australia for the duration of this employment to apply. Visa sponsorship is not available for this appointment.

Pre-employment checks

Your employment is conditional upon the completion of all role required pre-employment or background checks in terms satisfactory to the University. Similarly, your ongoing employment is conditional upon the satisfactory maintenance of all relevant clearances and background check requirements. If you do not meet these conditions, the University may take any necessary step, including the termination of your employment.

EEO statement 

At the University of Sydney, our shared values are trust, accountability and excellence and we strive to be a place where everyone can thrive. We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve. We deliver on this through our commitment to diversity and inclusion, evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People, women, people living with a disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTQIA+. We welcome applications from candidates from all backgrounds. 

We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Platinum Employer. Find out more about our work on diversity and inclusion. 

How to apply

Applications (including a cover letter, CV, and any additional supporting documentation) can be submitted via the Apply button at the top of the page. 

For a confidential discussion about the role, or if you require reasonable adjustment or support filling out this application, please contact Kristy Fairweather, Recruitment Operations, by email to [email protected]

© The University of Sydney

The University reserves the right not to proceed with any appointment.

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