Internal Dispute Resolution Lead

Make a difference as an Internal Dispute Resolution Lead 

Join the largest general insurance group in Australia and Aotearoa New Zealand. We’re a top-tier ASX-listed company helping to make the world a safer place through creating a stronger and more resilient business and enabling our portfolio of iconic insurance brands.

Your Role  

Join an industry leading and fast paced team as an Internal Dispute Resolution (IDR) Lead. You’ll be leading and developing a team of Internal Dispute Resolution Specialists to ensure they achieve fair and efficient resolution of customer complaints through IAG’s IDR process, in compliance with regulatory requirements.

You’ll manage the day-to-day operations of the IDR team handling general insurance complaints. Coaching and developing the team on dispute resolution, communication, and regulatory compliance. You’ll 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, then offering recommendations. 

As an Internal Dispute Resolution Lead, you’ll 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 12-month Contract role and we welcome applicants from all major cities in Australia.   

About You  

• Demonstrated prior leadership experience within a financial services firm
• 5+ years of experience in Alternative Dispute Resolution (ADR)
• 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 Thursday 1 May 2025 23:59pm AEST.  

Joining IAG, you’ll have access to a raft of benefits from across the Group:

• Boosted superannuation with 13% as standard
• Work from home and many more flexibility options with myFlex
• Discounts on every day and special occasion items 
• Great employee network communities 
• A certified Family Inclusive WorkplaceTM       

*employment type eligibility criteria apply

ABOUT US

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.

We’re ready for you. Apply today.   

Learn more about who IAG is here.