Manager External Dispute Resolution

2 weeks ago

Melbourne, Victoria, Australia IOOF Holdings Full time

Date:7 Mar 2024
Location:
Melbourne, VIC, AU, 3000

  • Sydney, NSW, AU, 2000
  • Brisbane, QLD, AU, 4000
    Employment Type:Permanent Full Time
  • Are you an experienced leader ready for your next career in dispute resolution
  • Do you have experience dealing with AFCA?
  • Competitive salary on offer with hybrid working arrangement

The Role

  • As our Manager External Dispute Resolution, you will be leading and managing a team of 13 complaints specialists in the investigation and resolution of internal (claims and death benefit objections) and external (AFCA) complaints to industry best practice.
Whilst ensuring compliance with RG 271 and Insignia's complaints policy and procedures, you will also engage and manage key stakeholders and be responsible for:

  • Fostering a high-performance team culture.
  • Working collaboratively with key internal and external stakeholders to deliver a consistent and positive experience for members.
  • Proactively identifying continuous improvement opportunities, delivering and embedding improved ways of working.
  • Supporting the development and, as required delivery of committee and board reporting.
  • Review and maintenance of policy and procedure documents.

To be successful in this role you will possess:

  • Extensive superannuation, life insurance, and investments industry experience in complaints management.
  • Extensive leadership experience in complex complaints management will be highly advantageous.
  • Sound understanding, and working knowledge of the regulatory obligations under RG 271 and AFCA processes is essential.
  • Excellent organisational skills, high attention to detail coupled with strong problemsolving abilities.
  • Ability to work under pressure, think and lead strategically whilst maintaining team clarity and purpose.

Benefits

  • Development opportunities at an ASX top 200 company
  • A professional, supportive and friendly culture
  • A range of corporate and lifestyle benefits

The Business

  • Insignia Financial is one of Australia's leading wealth management organisations, undertaking a rapid and exciting transformation. The Insignia Financial group has been helping Australians secure their future since 1846.
Over the decades, we have grown substantially to become a leading provider of quality financial services and are listed on the Australian Securities Exchange in the ASX top 200 (ASX:
IFL).
To Apply

  • Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment._

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