External Dispute Resolution Team Manager

3 days ago

Sydney, New South Wales, Australia beBeeLeadership Full time $110,000 - $135,000
Job Title

An External Dispute Resolution Lead is required to lead and develop a team of specialists ensuring fair and efficient resolution of customer complaints in compliance with regulatory requirements.

This role involves managing the day-to-day operations of the team handling general insurance complaints referred by AFCA, coaching and developing the team on dispute resolution, communication, and regulatory compliance, and serving as the escalation point for complex issues.

Fostering a positive team culture, identifying continuous improvement opportunities, and enhancing stakeholder engagement through building trusted partnerships are also key responsibilities.

The successful candidate will have a strong commitment to delivering fair complaint outcomes, excellent communication skills, and experience in the general insurance sector.

About the Role

As an External Dispute Resolution Lead, you'll be responsible for:

  • Leading and developing a team of External Dispute Resolution Specialists
  • Managing day-to-day operations of the team
  • Coaching and developing team members on dispute resolution, communication, and regulatory compliance
  • Serving as escalation point for complex issues
  • Fostering a positive team culture
  • Enhancing stakeholder engagement

To succeed in this role, you'll need demonstrated prior leadership experience within a financial services firm, solid experience in Alternative Dispute Resolution (ADR) including exposure to AFCA, and understanding of Australian financial services legislation and regulations.

Key Skills and Qualifications

The ideal candidate will have:

  • A strong commitment to delivering fair complaint outcomes
  • Excellent communication skills
  • Experience in the general insurance sector
  • Demonstrated prior leadership experience within a financial services firm
  • Solid experience in Alternative Dispute Resolution (ADR) including exposure to AFCA
  • Understanding of Australian financial services legislation and regulations

We're committed to fostering a positive team culture and enhancing stakeholder engagement. If you're a motivated and experienced leader looking to make a real difference, we'd love to hear from you

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