Dispute Resolution Lead – Complex Complaints & Customer Outcomes

IAG; Melbourne; Hybrid; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Boosted superannuation 13%

20 days annual leave + 5 days MyLeave

Up to 50% off personal insurance

Partner discounts on private health

Job summary

IAG is seeking a senior leader to establish and run a newly created dispute resolution function within Intermediated Insurance Australia. You will oversee complex complaints and AFCA matters, champion high-quality customer outcomes, and influence how dispute resolution is delivered across the business.

If you're passionate about developing people, bringing structure to complexity, and using insights to drive positive change, this is your chance to make a lasting impact.

Qualifications

• Experience leading and developing teams in complaints, dispute resolution or customer advocacy environments.
• Strong knowledge of AFCA, internal dispute resolution and complex complaint management practices.
• Experience within insurance, financial services or another highly regulated environment.
• Ability to confidently engage and influence stakeholders across multiple levels of an organisation.
• A coaching mindset and passion for building capability, confidence and accountability within teams.
• Sound judgement when balancing customer outcomes, commercial considerations and regulatory requirements.
• Curiosity to challenge existing approaches and help shape a growing function.

Responsibilities

• Lead, coach and develop a team of dispute resolution specialists to deliver quality outcomes and build a high-performing culture.
• Oversee complex complaints, internal dispute resolution and AFCA matters, ensuring obligations and timeframes are met.
• Build and embed ways of working for a newly established dispute resolution function supporting CGU and WFI customers.
• Partner with stakeholders across claims, underwriting, operations, risk and governance to manage escalations and improve outcomes.
• Use complaint insights and emerging trends to identify opportunities for customer, process and business improvement.
• Drive quality assurance activities through case reviews, coaching and continuous capability development.

Skills

Team leadership

AFCA expertise

Insurance experience

Stakeholder management

Coaching mindset

Judgement

Curiosity

Job description

IAG is seeking a senior leader to establish and run a newly created dispute resolution function within Intermediated Insurance Australia. You will oversee complex complaints and AFCA matters, champion high-quality customer outcomes, and influence how dispute resolution is delivered across the business.

If you're passionate about developing people, bringing structure to complexity, and using insights to drive positive change, this is your chance to make a lasting impact.