Senior Manager, Customer Care – South Pacific

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

Lead a regional customer care function, shape fair customer outcomes and drive meaningful business improvement.

We are seeking an experienced Senior Manager, Customer Care – South Pacific to lead our Internal Dispute Resolution function across Australia and our Philippines operations centre.

Reporting to the Senior Director, Legal and Compliance, Asia Pacific, you will oversee complex customer matters, strengthen customer retention and ensure compliance with regulatory requirements.

HOW YOU’LL SHINE

In this influential regional role, you will:

• Lead and develop a geographically dispersed Customer Care team
• Oversee internal dispute resolution operations in accordance with RG 271 and relevant legislation
• Manage complex and escalated complaints, including matters referred through AFCA
• Partner with Sales, Consumer Finance, Legal, Compliance and Member Services to achieve prompt and fair outcomes
• Support customer retention across pre- and post-transmittal stages
• Establish team objectives, service standards and performance measures
• Identify complaint trends, root causes and opportunities to improve the customer experience
• Provide customer insights and practical recommendations to senior leaders
• Improve team structures, resources and processes to strengthen performance and efficiency

WHAT YOU’LL BRING

To succeed in this role, you will bring:

• Senior-level complaints or dispute resolution experience within financial services
• Strong working knowledge of RG 271 and internal dispute resolution requirements
• Experience managing AFCA-referred complaints
• Proven people leadership, coaching and performance management capability
• A track record of improving customer satisfaction, retention and operational performance
• Strong analytical, communication and conflict-resolution skills
• The ability to influence and build trusted relationships across departments and regions
• Qualifications or experience in dispute resolution, law or compliance will be highly regarded

WHERE YOU’LL FIND OPPORTUNITY

This is an opportunity to lead a critical regional function, partner with senior leaders and make a lasting impact on our customers, teams and business practices.

You’ll join a supportive, people-first culture and enjoy access to travel benefits, wellbeing initiatives, development opportunities and recognition programs.

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], including the title and location of the position for which you are applying.