As the Managing Director I oversee business operations and provide strategic leadership. This is done by developing and implementing strategic plans and company policies whilst managing and advancing Just About Cleanings' strategic objectives. - Developing and executing business strategies to achieve short and long-term goals.- Developing and implementing business plans to improve cost-efficiency.- Maintaining positive and trust-based relations with business partners, shareholders, and authorities.- Overseeing the company's business operations, financial performance, investments, and ventures.- Supervising, guiding, and delegating employees in their duties.- Ensuring company policies and legal guidelines are clearly communicated.- Assessing, managing, and resolving problematic developments and situations.- Building and enhancing the company's public profile.

• Monitors all inbound incidents and complaints and ensures they are dealt with expeditiously and escalated appropriately as required.• Ensures all team members understand which incidents and complaints they are responsible for managing.• Oversees the moderation function at Mable, which identifies potential incidents, complaints and concerns associated with use of the Mable platform.• Reports to the incidents & complaints committee on a monthly basis, sharing detailed data, insights, concerns and continuous improvement initiatives in the process.• Regularly reviews data capture and reporting to continually develop and improve our incident and complaint prevention and management processes.• Leads and coaches a team to review, assess, and resolve concerns in a fair and timely manner.• Ensures all incidents and complaints are documented appropriately and to a high standard.• Documents all processes and maintain registers for the incident and complaints process.• Stays across regulatory changes and ensure our framework is consistent with relevant standards and legislation.

• Provides technical advice and assistance to claims operations areas and support in building the overall capability in alignment with the claims management strategy and current requirements;• Provides guidance to claims operations areas and support for escalated technical referrals;• Coaches and mentors claims team members to ensure sound decision making, complex claims management capability and assists the development of insurance related legislative and regulatory knowledge and skills;• Acts as a SME for the claims operational management team and provides technical expertise and support to ensure ongoing quality decisions and outcomes across the business;• Reviews and analyses all recommendations received by the Motor Department from the RACQ Counter Fraud and Intelligence Unit and exercises full claims delegation with respect to the business position; and• Reviews all Preliminary Views provided by the Australian Financial Complaints Authority (“AFCA”) regarding Motor complaints and exercises full claims delegation with respect to the business position;• Reviews and analyses all recommendations received by the Motor Department from the RACQ Counter Fraud and Intelligence Unit and exercises full claims delegation with respect to the business position; and• Enhances knowledge levels of the Claims Management team and assists in providing a clear vision on best practice claims management.

• Facilitates responses to all verbal and written customer disputes and compliments made direct to Internal Dispute Resolution (“IDR”); • Facilitates responses to all referral notices from the Australian Financial Complaints Authority (“AFCA”);• Executes delegated levels of authority in order to effectively resolve a dispute by evaluating policies and applying discretion while balancing the needs of the business and the customer;• Seeks ways to exceed stakeholders’ expectations and display flexibility in meeting needs through consideration of a range of alternative solutions;• Retains existing business through overcoming objections, timely resolution of customer concerns and the building and maintaining of strong relationships with customers;• Identifies and make recommendations to relevant areas regarding any opportunities identified for system, process, product, sales or service improvements;• Meets quality audit requirements/benchmarks on consistent basis;• Supports managers and leaders to define objectives/deliverables and required resources to achieve targets;• Communicates with customers in writing and verbally in resolution of disputes using privacy principles, code compliance, legal and company standards;• Continually seeks opportunities to improve and optimise processes, personal development and enhance customer experience that aligns with strategic goals;• Actively engages the Lines of Business by getting involved in their projects to ensure that IDR perspective is considered;• Identifies educational and learning opportunities within the Lines of Business and provide feedback to relevant areas; and • Provides technical and other advice to the Lines of Business on a daily basis.

• Accountable for the quality, appropriateness and timeliness of all complex submissions and dispute related correspondence to External Dispute Resolution (“EDR”) schemes and regulatory bodies, including the Australian Financial Complaints Authority (“AFCA”), Office of the Australian Information Commission (“OAIC”), Australian Human Rights Commission (“AHRC”);• Responsible for the investigation, preparation of written responses and participation in Telephone Conciliation Conferences for complex disputes referred to EDR Schemes;• Demonstrated an ability to work in a complex dynamic environment and to make decisions and recommend courses of action using data and customer information relevant to disputes;• Delivered exceptional customer service through the delivery of high-quality solutions to the customer and business whilst displaying empathy balanced with commercial acumen;• Acquired demonstrated ability to identify systemic issues, or opportunities to improve systems, processes or products and the demonstrated ability to successfully recommend and implement relevant improvements; • Responsible for the establishment and maintenance of a strong working relationship with the EDR schemes and provision of feedback and/or training to various internal departments to minimise the Groups’ exposure; • Demonstrated sound dispute resolution practices and techniques to achieve the best outcome for the Group and the Applicant including; appropriate dispute resolution pathing and identification and escalation of risks to the Group; and • Completion of Tier III Hardship and Vulnerability training through Kildonan UnitingCare and Mediation Skills for Conciliators through Resolution Institute.

• Responsible for working directly with business teams advocating the desired risk and compliance culture and improving risk capability and maturity within Insurance;• Provided risk and compliance advice and insights to support the business achieve its operational objectives, including leading the completion of risk artefacts such as risk assessments and due diligence requirements;• Provided the business with insights on risk and compliance performance and provide support to understand areas requiring focus;• Reviewed and developed an understanding of portfolio compliance risks and activities and ensured any learnings/insights or actions are incorporated in the delivery of risk initiatives/activities; • Responsible for the execution of oversight activities and initiatives to ensure that this business was compliant against; Suncorp Policies and Procedures; State Scheme Statutory Regulators; APRA; ASIC; and any other relevant laws and requirements;• Worked directly with the business to support them in incident identification and management activities. This included investigating issues, breaches and opportunities across the business and making recommendations where required to strengthen the control environment; and • Actively shared learnings and insights broadly across the 1LOD Risk team to foster a learning culture and uplift capability.

• Responsible for effective conflict resolution to minimise escalations to the Groups internal and external dispute resolution teams;• Responsible for the provision of informed technical advice and recommendations with respect to coverage and policy wording of general insurance claims; and• Responsible for the interpretation of expert reports and the necessary processes to maximise file velocity and overall customer satisfaction.

• Experienced in handling a wide array of public liability files including:- Hepatitis A (Nanna’s Berries), dog attacks, slip and falls at supermarkets and on pedestrian crossings, broken restaurant chairs, malfunctioning boom gates, trips on council footpaths, falls through rotten floorboards and balcony railings, major food poisoning (Grocer & Grind, Piccalilli Catering and Chin Chin’s), malfunctioning lifts, choking/damage to teeth caused by foreign pieces of plastic in restaurant food and acts of negligence by store employees;• Conducting client interviews; • Managing client matters and providing advice;• Conducting legal research;• Developing case strategies;• Drafting of pre-court documents, Statutory Declarations, information requests, Schedule of Damages and offers of settlement;• Negotiating with insurance companies, solicitors and claims managers to ensure favourable outcomes for clients and ultimately, to settle the matter outside of the court; and• Working with Partners, Special Council, Paralegals and Administrative Assistants.

• Responsible for A to Z residential and commercial property conveyances;• Completion and filing of Divorce Applications;• Completion of Binding Financial Agreements;• Completion Consent Orders (for both Property and Children);• Assisting with matters related to wills & estates;• Assisting with briefs to Counsel;• Attendance at court mentions;• Attending court ordered mediations and conferences; and• Completion of other such administrative duties (such as drafting procedural court documents and Client accounts).

• Analysis and research on both the national access regime, and the various state based rail access regimes relevant to Aurizon operations;• Assisting with responses to regulatory submissions and ensuring proposals are consistent with the legislative framework and corporate strategy.• Research on Joint Agreements utilised by American class one railroads in relation to use of vertically integrated lines; and• Looking at the cost and impact of regulation on Aurizon operations.

• Legal research relating to provisions of the Family Law Act 1975 (CTH) and Domestic and Family Violence Protection Act 2012 (QLD);• Supervised provision of in-person and telephone advice within the Family Law Clinic;• Completing court forms and advising on: application for Consent Orders (for both Propertyand Children), affidavits, Domestic Violence Protection Orders and applications for divorce;• Interviewing Clients and identifying advice required;• Completion of "Client Advice" sheets; and• Administrative duties (such as photocopying, letter writing and filing).

• Research / policy project that developed a published fact sheet detailing the remedies under the Residential Tenancies and Rooming Accommodation Act 2008 (QLD) and the Residential Services (Accreditation) Act 2002 (QLD).

• Legal research;• Conducting calls to Clients;• Case assessments (assessing Clients applications in light of relevant law and QPILCHguidelines);• Drafting cannot assist / further information required letters;• Drafting Client referral letters;• Administrative duties (such as photocopying, mail mergers and filing); and• Work within various divisions (for example the State Courts Self Representative Service andRural, Regional and Remote).