National Manager Internal Dispute Resolution

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**N**ational Manager, Internal Dispute Resolution | Consumer | Sydney or Melbourne Based**

At Allianz, we're proud to be one of the world's leading insurance and asset management brands, with a workforce as diverse as the world around us.

We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our customers, partners, and the community so we're ready when they need it most.

We offer our people a workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility. Join us and share your ideas, be inspired, give back and feel proud to be a part an organisation doing meaningful work that matters like tackling climate change, mental health, and well-being.

Let's care for tomorrow, so we can create a better future together, for everyone.

Reporting into the GM of Consumer, we have an incredible opportunity for a National Manager, Internal Dispute Resolution (IDR) to join Allianz. The primary objective of this role is to oversee Allianz's internal dispute resolution function, ensuring effective customer outcomes while aligning with commercial objectives and adhering to AAL policies, AFCA Terms of Reference, and the General Insurance Code of Practice.

**You'll be responsible for**
- Leading the escalated internal dispute resolution function for general insurance products across Allianz. Providing leadership to enhance decision-making throughout all aspects of the Allianz customer experience.
- Developing and implementing processes and procedures to manage complaints and disputes efficiently across the entire complaint management value chain.
- Build, drive, and lead a highly engaged team of customer relations professionals maintaining business unit performance through incentive setting, target setting, and monitoring of key metrics.
- Contributing to the enhancement of governance, risk management, internal control environment, and Allianz's risk culture related to disputes and complaints.
- Acting as an advisor on dispute resolution matters and participating in the development of processes aligned with policy, GICoP, and customer expectations.
- Embedding a "sense and respond capability" by actively managing and driving improvements to known pain points through complaints, including social listening.
- Advocating for a culture of continuous improvement across products and services through insights gained from complaints. Collaborating with all business areas to ensure an enterprise-wide approach to handling complaints.
- Advocate for our customers experiencing vulnerability by elevating their experience by ensuring fair and reasonable outcomes are achieved.

**About you**
- Significant experience in a people leadership role.
- Significant experience working within a dispute resolution function within the insurance industry.
- Display expert level of professional scepticism, being prepared to challenge accepted practice or encourage alternative views.
- Understanding of the laws, legislations, re gulations, and prudential standards impacting insurance industry.
- Display objectivity and independence in the work and sound ethical and professional conduct/judgement.
- Able to approach a problem from numerous perspectives combined with flexibility to propose solutions that are fair and reasonable while managing business objectives.
- Proven analytical and critical thinking capability to interpret a range of data, identify patterns, trends and links that inform judgements and solutions.
- Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands.
- Ability to interpret and analyse complex information, extract meaningful insights and evaluate options for decision making.
- Excellent verbal and written communication skills, capable of communicating with audiences at all levels with clarity, impact and influence.

**Wh**at's on offer**
- Be part of a team that's open-minded, supportive, and genuinely focused on customer outcomes.
- A sense of belonging in the workplace, where you are welcomed and encouraged to bring your most authentic self to work.
- An employer that is committed to supporting your work/life balance and is always open to conversations about flexible & remote working.
- Access to over 10,000 on-demand learning resources and programs, to support you in taking control of your career development.
- insurance products. Deals and discounts across a great range of retail, tech, and travel brands, and offers for health and well-being.
- Initiatives to support your financial wellness through selected discounted Allianz insurance products, superannuation matching, salary sacrificing, novated leasing and our referral bonus scheme.
- The opportunity to take part in our Employee Share Purchase Program
- own a piece of your employer.

**About Allianz**

At Allianz, we care about everything that makes you, you. We believe in an