Internal Dispute Resolution Manager

1 week ago

Sydney, New South Wales, Australia IAG New Zealand Full time
Make a difference and join the Customer Relations leadership team as the
Internal Dispute Resolution Manager (IDR).
Join the largest insurance group in Australia and New Zealand.

Your Role
Lead the strategic direction and management of IAG's internal dispute resolution (IDR) process at an exciting time of transformation.

Drive the fair efficient resolution of complaints in compliance with RG271, fostering a culture of continuous improvement and maintaining a positive customer experience.

This is a
permanent role, we welcome applicants from all major cities in
Australia.

About You

  • Extensive senior leadership experience in a large financial services organisation, with expertise in complaint management within the financial sector.
  • Advanced understanding of Australian financial services regulations, including extensive knowledge of legislation such as RG271 and GICOP, coupled with experience engaging with ASIC.
  • Previous experience in overseeing crossfunctional teams' performance against key metrics,
  • A demonstrated commitment to driving fair complaint outcomes for customers and enhancing customer experience.
  • Excellent stakeholder management, verbal, and written communication skills in highpaced customer operations.
  • Bachelor's degree in business, law, or related field (preferred).

Applications close Friday, 31 May 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.

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.

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 proud to be an accredited family-friendly workplace and are committed to being a safe and supportive space 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
  • Flexibility through a program called MyFlex supporting you to live life to the full
  • Welcome Back cash bonus when returning from parental leave
  • Partner discounts on every day and special occasion items
  • Join great employee network communities
Learn more about who IAG is here.

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