Dispute Resolution Leader

2 days ago

Melbourne, Victoria, Australia beBeeComplaints Full time $180,000 - $200,000
Dispute Resolution Leader

This is a unique opportunity to spearhead the external dispute resolution function, delivering exceptional complaints experiences for customers and fostering a culture of continuous improvement, robust risk management, and effective governance.

The Dispute Resolution Leader will be responsible for leading the external dispute resolution function across all general insurance products, ensuring efficient resolution of complaints received via AFCA in line with AFCA requirements, and learning from determinations.

Key Responsibilities:
  • Lead the external dispute resolution function to achieve exceptional customer satisfaction.
  • Provide leadership and drive better decision-making across all aspects of the customer experience.
  • Ensure timely and efficient resolution of complaints received via AFCA.
  • Build a professional and highly skilled team to develop an effective complaints management process.
  • Contribute to strengthening governance, risk management, internal control environment, and risk culture as it relates to disputes and complaints.

As the Dispute Resolution Leader, you will have the opportunity to work closely with various business areas to ensure an enterprise-wide approach to complaints handling. You will also advocate for vulnerable customers by elevating their experience and ensuring fair and reasonable outcomes are achieved.

About You:
  • Significant experience in Dispute Resolution in a people leadership role within the insurance industry.
  • Display suitable professional scepticism and objectivity in your work.
  • Understanding of laws, legislations, regulations, and prudential standards impacting the insurance industry.
  • Ability to plan, prioritise, and effectively manage competing resources and demands.
  • Proven analytical and critical thinking capability to interpret data, identify patterns, trends, and links that inform judgements and solutions.

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