National Manager, External Dispute ResolutionAt 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 Recent Zealanders, supporting 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 is a highly visible leadership role at the centre of customer, regulatory and business outcomes.
You'll lead a team of experienced leaders, navigate complex and sensitive matters, and partner closely with AFCA to ensure fair and timely complaint outcomes.
You'll also help shape the function, strengthening team engagement and fostering 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).
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, supporting 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 is a highly visible leadership role at the centre of customer, regulatory and business outcomes.
You'll lead a team of experienced leaders, navigate complex and sensitive matters, and partner closely with AFCA to ensure fair and timely complaint outcomes.
You'll also help shape the function,



strengthening team engagement and fostering 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 DoLead the end-to-end delivery of IAG's External Dispute Resolution (EDR) function across Australia, ensuring fair and timely complaint outcomesAct as the primary relationship lead with AFCA and represent IAG in key external and industry forumsDrive performance across key EDR metrics, including quality, responsiveness, timeliness and resolution outcomesEmbed and optimise operational excellence tooling and cadences to drive efficiency, productivity and fair customer outcomesLead, coach and develop a high-performing team of leaders, strengthening engagement and championing fairness, accountability and continuous improvementPartner with Legal, Compliance and frontline teams to provide feedback about complaint drivers, manage complex escalations and identify systemic improvement opportunitiesLead IAG's Executive complaints processWhat You'll BringExtensive senior leadership experience in a large financial services organisation, with expertise in complaint management, ideally within General Insurance or BankingProven experience leading external dispute resolution (EDR) or escalated complaints functionsAdvanced understanding of Australian financial services regulations, including RG271 and GICOP, with experience engaging with AFCA and/or ASICDemonstrated commitment to delivering fair and independent customer outcomes,



with the focus on enhancing customer experienceExperience embedding or working within operational excellence and performance frameworksStrong stakeholder management and communication skills, with the ability to influence at senior levels internally and externallyDemonstrated resilience and adaptability, with the ability to lead through complexity, and ambiguity in a dynamic environmentWhat We OfferBoosted 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 applyMore About UsAs 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.
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📌 National Manager, External Dispute Resolution (Brisbane)
🏢 Iag
📍 Brisbane