Investigations Team Lead – Hybrid Dispute Resolution

EWOV; Melbourne; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Hybrid work

Six weeks annual leave

Birthday leave

End-of-year leave

Parental leave

Wellbeing program

Job summary

EWOV is seeking an experienced Investigations Team Manager for a 12-month fixed term role in Melbourne. You will provide day-to-day leadership for the Investigations Team, guiding case management, investigations, conciliations and written assessments, while building investigators’ capability in evidence-based decision-making.

You will oversee escalated complaints, manage performance against targets and collaborate with stakeholders to shape EWOV's dispute resolution services.

Qualifications

• Proven experience leading, coaching and developing teams in dispute resolution, regulatory, legal or ombudsman environments.
• Exceptional analytical and critical thinking, identifying issues and evidence-based decisions.
• Outstanding written and verbal communication, conveying complex issues clearly.
• Experience investigating complex disputes and complaints, knowledge of ADR principles and independence.

Responsibilities

• Lead, coach and develop a team of investigators to deliver high-quality complaint outcomes.
• Provide operational leadership and oversight of complex investigations, conciliations and written assessments.
• Support your team to manage challenging and escalated complaints using a fair, evidence-based approach.
• Drive team performance, capability development and continuous improvement initiatives.
• Collaborate with internal and external stakeholders to deliver positive outcomes for customers and scheme participants.

Skills

People leadership

Dispute resolution

Analytical thinking

Written communication

Investigations

Stakeholder engagement

Education

Relevant tertiary qualifications

Job description

EWOV is seeking an experienced Investigations Team Manager for a 12-month fixed term role in Melbourne. You will provide day-to-day leadership for the Investigations Team, guiding case management, investigations, conciliations and written assessments, while building investigators’ capability in evidence-based decision-making.

You will oversee escalated complaints, manage performance against targets and collaborate with stakeholders to shape EWOV's dispute resolution services.