National Manager, External Dispute Resolution

IAG; Sydney; Hybrid; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Boosted superannuation (13%)

20 days annual leave + 5 MyLeave

Work from home & myFlex

Up to 50% off personal insurance

Partner discounts on health, tech &amp

20 weeks parental leave

LinkedIn Learning & IAG Academy

Job summary

IAG is seeking a National Manager, External Dispute Resolution to lead the EDR function across Australia in a hybrid, senior leadership role. You will oversee a team of leaders, manage complex escalations, and partner with AFCA to ensure fair, timely outcomes.

You will influence at senior levels, drive performance metrics, and embed operational excellence across the function, balancing accountability, quality and customer outcomes.

Qualifications

• Extensive senior leadership experience in a large financial services organisation.
• Proven experience leading external dispute resolution (EDR) or escalated complaints functions.
• Advanced understanding of Australian financial services regulations, RG271 and GICOP, with AFCA/ASIC engagement experience.
• Demonstrated commitment to delivering fair and independent customer outcomes.
• Experience embedding or working within operational excellence and performance frameworks.
• Strong stakeholder management and communication skills, with ability to influence at senior levels.
• Demonstrated resilience and adaptability in complex, dynamic environments.

Responsibilities

• Lead end-to-end delivery of IAG’s External Dispute Resolution (EDR) function across Australia, ensuring fair, timely outcomes.
• Act as the primary relationship lead with AFCA and represent IAG in external/industry forums.
• Drive performance across EDR metrics: quality, responsiveness, timeliness, resolution outcomes.
• Embed and optimise operational excellence tooling and cadences to drive efficiency and customer outcomes.
• Lead, coach and develop a high-performing leadership team with a focus on fairness and accountability.
• Collaborate with Legal, Compliance and frontline teams to feedback complaint drivers and identify systemic improvements.
• Lead IAG’s Executive complaints process.

Skills

Senior leadership

EDR leadership

Regulatory knowledge

AFCA/ASIC liaison

Stakeholder management

Operational excellence

Communication

Job description

At IAG, we’re ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.

As National Manager, External Dispute Resolution, you’ll lead IAG’s EDR function across Australia, owning the delivery of outcomes for complaints escalated to the Australian Financial Complaints Authority (AFCA).

This is a highly visible leadership role at the centre of customer, regulatory and business outcomes. You’ll lead a team of experienced leaders, navigate complex and sensitive matters, and partner closely with AFCA to ensure fair and timely complaint outcomes. You’ll also help shape the function, strengthening team engagement and fostering a culture that balances accountability, performance and quality.

This is a permanent full-time hybrid role based in Naarm (Melbourne), Gadigal Country (Darling Park 2, Sydney) or Meanjin (Brisbane).

What You'll Do

• Lead the end-to-end delivery of IAG’s External Dispute Resolution (EDR) function across Australia, ensuring fair and timely complaint outcomes
• Act as the primary relationship lead with AFCA and represent IAG in key external and industry forums
• Drive performance across key EDR metrics, including quality, responsiveness, timeliness and resolution outcomes
• Embed and optimise operational excellence tooling and cadences to drive efficiency, productivity and fair customer outcomes
• Lead, coach and develop a high-performing team of leaders, strengthening engagement and championing fairness, accountability and continuous improvement
• Partner with Legal, Compliance and frontline teams to provide feedback about complaint drivers, manage complex escalations and identify systemic improvement opportunities
• Lead IAG’s Executive complaints process

What You'll Bring

• Extensive senior leadership experience in a large financial services organisation, with expertise in complaint management, ideally within General Insurance or Banking
• Proven experience leading external dispute resolution (EDR) or escalated complaints functions
• Advanced understanding of Australian financial services regulations, including RG271 and GICOP, with experience engaging with AFCA and/or ASIC
• Demonstrated commitment to delivering fair and independent customer outcomes, with a focus on enhancing customer experience
• Experience embedding or working within operational excellence and performance frameworks
• Strong stakeholder management and communication skills, with the ability to influence at senior levels internally and externally
• Demonstrated resilience and adaptability, with the ability to lead through complexity, and ambiguity in a dynamic environment

What We Offer

• Boosted superannuation with 13% as standard.
• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).
• Work from home and many more flexibility options with myFlex.
• Up to 50% off personal insurance, including home and motor insurance.
• Partner discounts on private health insurance, tech & appliances, and many more.
• Industry-leading 20 weeks paid parental leave.
• Access to LinkedIn Learning, the award‑winning IAG Academy, study assistance and secondment opportunities.
• employment type eligibility criteria apply

Applications close: Sunday 18th October 2026 11:59PM AEST

More About Us

As part of IAG you'll enjoy a world of career opportunities, a purpose‑led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work‑life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous‑led solutions that enable growth and create meaningful change for our customers and employees.