External Dispute Resolution Lead

Make a difference as an **External Dispute Resolution Lead**

Join the largest insurance group in Australia and New Zealand.

**Your Role**

Join an industry leading and fast paced team as an External Dispute Resolution (EDR) Lead. Stepping into a permanent role, you'll be leading and developing a team of External Dispute Resolution Specialists to ensure they achieve fair and efficient resolution of customer complaints in compliance with regulatory requirements and the standards set by the Australian Financial Complaints Authority (AFCA).

You will manage 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. You will be serving as the escalation point for complex issues, collaborating for fair resolution. Fostering a positive team culture and identifying continuous improvement opportunities through analysing complaints and AFCA determinations, then offering recommendations.

As an External Dispute Resolution Lead, you will enhance the stakeholder engagement and building trusted partnerships. Supporting the design, implementation, and embedment of complaint transformation initiatives in the team, and effectively managing reputational and compliance risks at a team level.

**This is a permanent role, we welcome applicants from all major cities in Australia.**
**About You**
- Demonstrated prior leadership experience within a financial services firm.
- Two to three years of Alternative Dispute Resolution (ADR) experience.
- Understanding of Australian financial services legislation and regulations, including the Insurance Contracts Act 1984 (Cth), RG271 & the General Insurance Code Of Practice.
- A demonstrated commitment to delivering fair complaint outcomes to customers.
- Proficient communication skills, adept at articulating solutions both orally and in writing.
- Experience in the general insurance sector
- Tertiary qualifications in Alternative Dispute Resolution, Law, Mediation, or related fields, alongside industry-specific or specialised certifications like ANZIIF or SOCAP-CIP.

**Applications close Friday 31st May, 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
- Access up to 50% off personal insurance, including home and motor insurance
- Flexibility through a program called MyFlex - supporting you to live life to the full
- Welcome Back cash bonus when returning from parental leave
- A certified Family Inclusive WorkplaceTM

Learn more about who IAG is here.