Make a difference as an Internal Dispute Resolution LeadJoin the largest insurance group in Australia and New Zealand.Your RoleJoin an industry leading and fast paced team as an Internal Dispute Resolution Lead. Stepping into a permanent role, you'll be leading and developing a team of Internal Dispute Resolution (IDR) Specialists to ensure they achieve fair and efficient resolution of customer complaints through IAG's IDR process, in compliance with regulatory requirements.You will manage the day-to-day operations of the IDR team handling general insurance complaints. Coaching and developing the team on Dispute Resolution, communication, and regulatory compliance. You will be serving as the escalation point for complex issues, collaborating for fair resolution. Fostering a positive team culture and identifying continuous improvement opportunities through analysing complaints and AFCA determinations, then offering recommendations.As an Internal Dispute Resolution Lead, you will enhance the stakeholder engagement and building trusted partnerships. Supporting the design, implementation, and embedment of complaint transformation initiatives in the team, and effectively managing reputational and compliance risks at a team level.This is a permanent role, we welcome applicants from all major cities in Australia.About You
- Demonstrated prior leadership experience within a financial services firm.
- Two to three years of Alternative Dispute Resolution (ADR) experience.
- Understanding of Australian financial services legislation and regulations, including the Insurance Contracts Act 1984 (Cth), RG271 & the General Insurance Code Of Practice.
- A demonstrated commitment to delivering fair complaint outcomes to customers.
- Proficient communication skills, adept at articulating solutions both orally and in writing.
- Experience in the general insurance sector
- Tertiary qualifications in Alternative Dispute Resolution, Law, Mediation, or related fields, alongside industry-specific or specialised certifications like ANZIIF or SOCAP-CIP.
- 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
- Welcome Back cash bonus when returning from parental leave
- A certified Family Inclusive WorkplaceTM