Complaints Transformation & Enablement Senior Manager

Create impact and drive meaningful change at scale as a Senior ManagerComplaints Transformation & Enablement. 

Join the largest insurance group in Australia and New Zealand.  

Your Role   

As a key member of the leadership team in our Customer Relations, Regulatory and Transformation area, you will be reporting into the Executive Manager, working closely to reinvigorate the customer complaints experience by leading a large scale, complex Complaints Transformation agenda across IAG’s end-to-end complaints ecosystem. You’ll elevate IAG’s complaint management performance and promote organisational focus on complaint insights to improve the customer experience and our service offerings. 

You will also lead and develop the Customer Relations Enablement Team to deliver technical assurance, learning and development, insights, continuous improvement, business planning and project delivery. 

This is a permanent senior role open to candidates across all major cities in Australia.  

About You   

• Extensive senior leadership experience in a large, complex organisation, preferably in the financial services sector 
• Experience leading large scale transformation programs and/or senior level experience in complaint management in the financial services sector 
• Advanced expertise in delivering technology capability including automation and AI 
• Proven experience driving culture change initiatives and experience working at pace, and navigating ambiguity and competing priorities 
• A tertiary qualification (Bachelors or Advanced diploma) or relevant associated qualification.  
• Demonstrated ability to work collaboratively and openly with highly developed influencing skills  
• Highly organised and excellent time management skills  
• Experience in building partnerships and working collaboratively with others to meet shared goals. 

Applications close Wednesday , 20 March 2024 at 23:59pm AEDT.  

ABOUT US​   

IAG is the largest general insurance group in Australia and New Zealand. We’re also a tech and research facility, a hub for climate change experts and a centre of resilience design. We chat over coffee with customers, advocate for them in the corridors of Parliament and back them up in the community when life’s moments hit hardest. ​   

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You’ll know our brands – NRMA Insurance, CGU, WFI, ROLLiN’, AMI, NZI, and State Insurance to name a few. Together they turn our IAG purpose of making your world safer into action by helping, supporting ambitions and making insurance accessible.   

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We celebrate unique viewpoints shaped by life experiences, cultures and passions. We expand careers, genuinely connect with community, lead with a powerful purpose and celebrate what makes you individual.    

We’re also guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses and communities. Collaborating on Indigenous-led solutions that enable growth, develop resilience and create meaningful change.   

We're passionate about social issues, walk the talk on sustainability and strive to do more than standard on things that matter, including women in senior leadership, Indigenous empowerment and creating inclusive environments. We're committed to being a safe and supportive workplace for all our employees.  We do this because we’re ready for you.   

All this shows up in what we offer:    

• Grow your financial future with 13% superannuation as standard  
• Access up to 50% off personal insurance, including home and motor insurance  
• Flexibility through a program called MyFlex - supporting you to live life to the full  
• Grow your career through dynamic secondments    
• Keep your skills current and accredited with the IAG Academy portal    

We’re ready for you. Apply today.  

Learn more about who IAG is here.