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Technical Dispute Resolution Specialist
2 weeks ago
Job Title: Technical Dispute Resolution Specialist
">Job Description:
We are seeking a highly skilled and motivated Technical Dispute Resolution Specialist to lead high-quality complaint resolution, regulatory compliance, and strategic initiatives across our general insurance operations.
This is a pivotal role for someone ready to influence at a department level - bringing deep technical expertise, leadership capability, and a passion for developing others.
Key Responsibilities:
- Drive the Customer Relations strategy by shaping policy, process, and compliance initiatives aligned with regulatory standards.
- Lead the consistent application of complaint handling frameworks, ensuring communication templates reflect current industry and regulatory changes.
- Act as a technical advisor and subject matter expert for IDR and EDR teams, supporting continuous improvement, training, and the Learning & Development framework.
- Conduct portfolio reviews, identify potential systemic issues, and lead resolution strategies to ensure regulatory compliance and best practice outcomes.
- Influence department-wide excellence by cultivating strong internal and external stakeholder relationships and staying ahead of industry trends.
- Coach, mentor, and guide team members - supporting capability uplift, and fostering a collaborative, customer-focused culture.
- Contribute to building and maintaining a positive, collaborative and accountable team culture.
- Lead and contribute to special projects that enhance operational effectiveness and customer experience.
Requirements:
- Extensive experience in general insurance, with a strong background in dispute resolution, complaints handling, and regulatory compliance.
- Proven ability to influence across departments and senior stakeholders, with a strategic mindset and collaborative approach.
- Demonstrated leadership and mentoring capability, with a passion for developing others and sharing knowledge.
- Strong analytical and problem-solving skills, with high attention to detail and a proactive approach to identifying and resolving issues.
- Proficient in front-line risk management and comprehensive knowledge of ASIC RG271, the General Insurance Code of Practice and the Insurance Contracts Act 1984.
- Experienced in training, development, and compliance, with excellent communication and presentation skills including preparation and delivery of technical updates and learnings.
Benefits:
- Flexible working arrangements, allowing you to achieve a better work-life balance.
- Access to ongoing training and development opportunities to support your career growth.
- A supportive and inclusive work environment that values diversity and promotes equal employment opportunities.
- A range of benefits and rewards, including life leave, wellbeing coaching, and income protection insurance.
About Us:
As a leading international insurer, we pride ourselves on being a forward-thinking organization that prioritizes innovation, customer satisfaction, and employee well-being.
