Team Lead, Dispute Resolution

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

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.

Shape the future of dispute resolution across CGU and WFI and lead a team that helps deliver fair and meaningful outcomes for customers when they need us most.

This is a unique opportunity to establish and lead a newly created dispute resolution function within Intermediated Insurance Australia. Working with a team of specialist dispute resolution professionals, you'll 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.

We work flexibly, with a minimum of two days per week in the office.

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

What You'll Do

• 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.

What You'll Bring

• 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.

What We Offer

• Boosted superannuation with 13% as standard.
• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).
• 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: Thursday 22 October 2026 11:59PM AEDT

Adjustments and Support

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to [e-mail] for a confidential conversation.

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.