Chief Executive Officer and Panel Chair:
The CEO is responsible for the scheme and for leading the investigative and recommendation process. The CEO is the decision maker in compaints that require a formal recommendation. The CEO chairs the Panel as required in complaints that need a formal determination.
Susan Taylor was appointed as the CEO in October 2010. Susan, a lawyer, is the former Deputy Banking Ombudsman and has 18 years' experience in financial sector dispute resolution. During her time at the Banking Ombudsman's office Susan was the chief legal adviser for the scheme, and led the team of investigators in that office. Having started with the Banking Ombudsman's office soon after its inception, Susan also has expertise in building an efficient and effective dispute resolution scheme.
Prior to joining the Banking Ombudsman scheme, Susan worked both in a private law practice and as a barrister sole, specialising in civil, commercial and family law and litigation.
Susan is also currently a member (alternate) of the Advertising Standards Complaints Board.
Susan Taylor was appointed as the CEO in October 2010. Susan, a lawyer, is the former Deputy Banking Ombudsman and has 18 years' experience in financial sector dispute resolution. During her time at the Banking Ombudsman's office Susan was the chief legal adviser for the scheme, and led the team of investigators in that office. Having started with the Banking Ombudsman's office soon after its inception, Susan also has expertise in building an efficient and effective dispute resolution scheme.
Prior to joining the Banking Ombudsman scheme, Susan worked both in a private law practice and as a barrister sole, specialising in civil, commercial and family law and litigation.
Susan is also currently a member (alternate) of the Advertising Standards Complaints Board.
Susan Taylor
Chief Executive
Chief Executive
General Manager:
The person responsible for co-administering the scheme including overseeing the FSCL conciliation process, maintaining relationships with scheme participants and assisting in the establishment and maintenance of internal disputes resolution processes for participants.
On 18 May 2010 Trevor Slater was appointed as the General Manager. Trevor is a highly qualified and experienced commercial dispute resolution practitioner. He holds a Masters Degree in Conflict Resolution from La Trobe University and a Diploma of Business - Frontline Management from the Australian Institute of Management.
Previously Trevor headed up the conciliation programme at the Office of the Banking Ombudsman having moved from Australia to New Zealand in July 2008. In Australia Trevor was the National Relations Manager with the Financial Industry Complaints Service (FICS). The position was part of the senior management team at FICS.
On 18 May 2010 Trevor Slater was appointed as the General Manager. Trevor is a highly qualified and experienced commercial dispute resolution practitioner. He holds a Masters Degree in Conflict Resolution from La Trobe University and a Diploma of Business - Frontline Management from the Australian Institute of Management.
Previously Trevor headed up the conciliation programme at the Office of the Banking Ombudsman having moved from Australia to New Zealand in July 2008. In Australia Trevor was the National Relations Manager with the Financial Industry Complaints Service (FICS). The position was part of the senior management team at FICS.
Trevor Slater
General Manager
General Manager
Staff
Enquiries Manager:
The person who receives consumer complaints at first instance, ensures that they can be dealt with under the scheme, and who opens dispute files as required.
Case Managers:
Each case manager (recruited as volume requires) has responsibility for specific dispute files (with specialisation where desirable). The case manager works with the parties to obtain the facts giving rise to the dispute and to determine the issues. Wherever possible, the case manager will promote an early resolution and/or conciliation of the dispute. If an early resolution/conciliation is not able to be achieved, the case manager refers the dispute to the CEO for a recommendation and/or Panel determination.
Administrator:
The administrator is responsible for the management of the accounts and office systems.
