At IAG, we're ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders support their ambitions and making insurance accessible.
As National Manager, External Dispute Resolution, you'll lead IAG's EDR function across Australia, owning the delivery of outcomes for complaints escalated to the Australian Financial Complaints Authority (AFCA). This highly visible leadership role is at the centre of customer, regulatory and business outcomes. You will lead a team of experienced leaders, navigate complex and sensitive matters, partner closely with AFCA, and shape the function to strengthen team engagement and foster a culture that balances accountability, performance and quality.
This is a permanent full-time hybrid role based in Naarm (Melbourne), Gadigal Country (Darling Park 2, Sydney) or Meanjin (Brisbane).
What You'll Do
* Lead the end-to-end delivery of IAG's External Dispute Resolution (EDR) function across Australia, ensuring fair and timely complaint outcomes.
* Act as the primary relationship lead with AFCA and represent IAG in key external and industry forums.
* Drive performance across key EDR metrics, including quality, responsiveness, timeliness and resolution outcomes.
* Embed and optimise operational excellence tooling and cadences to drive efficiency, productivity and fair customer outcomes.
* Lead, coach and develop a high‐performing team of leaders, strengthening engagement and championing fairness, accountability and continuous improvement.
* Partner with Legal, Compliance and frontline teams to provide feedback about complaint drivers, manage complex escalations and identify systemic improvement opportunities.
* Lead IAG's Executive complaints process.
What You'll Bring
* Extensive senior leadership experience in a large financial services organisation, with expertise in complaint management, ideally within General Insurance or Banking.
* Proven experience leading external dispute resolution (EDR) or escalated complaints functions.
* Advanced understanding of Australian financial services regulations, including RG271 and GICOP, with experience engaging with AFCA and/or ASIC.
* Demonstrated commitment to delivering fair and independent customer outcomes, with a focus on enhancing customer experience.
* Experience embedding or working within operational excellence and performance frameworks.
* Strong stakeholder management and communication skills, with the ability to influence at senior levels internally and externally.
* Demonstrated resilience and adaptability, with the ability to lead through complexity, and ambiguity in a dynamic environment.
What We Offer
* Boosted superannuation with 13% as standard.
* 20 days annual leave + 5 days MyLeave (extra leave for what's important to you).
* Work from home and many more flexibility options with myFlex.
* Up to 50% off personal insurance, including home and motor insurance.
* Partner discounts on private health insurance, tech & appliances, and many more.
* Industry‐leading 20 weeks paid parental leave.
* Access to LinkedIn Learning, the award‐winning IAG Academy, study assistance and secondment opportunities.
* Employment type eligibility criteria apply.
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