Dispute Resolution Team Lead - Inspire Outcomes & Growth

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

Benefits offered by this job

Boosted super 13%

Annual leave 20 days + 5 MyLeave

Insurance discounts 50% off

Parental leave 20 weeks

LinkedIn Learning access

IAG Academy study assistance

Secondment opportunities

Job summary

IAG invites a senior dispute resolution leader to establish and helm a new function spanning CGU and WFI. You will lead a team of specialists, oversee complex complaints and AFCA matters, and collaborate with claims, underwriting, operations, risk and governance to improve customer outcomes.

We support flexible work with a minimum of two days per week in the office, and the role is permanent full-time based in Australia’s major cities.

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 a highly regulated environment.
• Ability to influence stakeholders across multiple levels.

Responsibilities

• Lead, coach and develop a team of dispute resolution specialists to deliver quality outcomes.
• Oversee complex complaints, internal dispute resolution and AFCA matters, meeting obligations and timeframes.
• Build and embed ways of working for a newly established dispute resolution function across CGU and WFI.
• Partner with claims, underwriting, operations, risk and governance to manage escalations and improve outcomes.
• Use complaint insights and trends to identify opportunities for customer and process improvements.
• Drive quality assurance through case reviews, coaching and capability development.

Skills

Team leadership

Dispute resolution

AFCA knowledge

Stakeholder engagement

Coaching mindset

Judgement & balance

Job description

IAG invites a senior dispute resolution leader to establish and helm a new function spanning CGU and WFI. You will lead a team of specialists, oversee complex complaints and AFCA matters, and collaborate with claims, underwriting, operations, risk and governance to improve customer outcomes.

We support flexible work with a minimum of two days per week in the office, and the role is permanent full-time based in Australia’s major cities.