External Dispute Resolution Lead

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. Step into a role where your leadership helps shape fair outcomes for customers when it matters most. As an External Dispute Resolution Lead, you’ll guide a high performing team through complex insurance complaints referred by the Australian Financial Complaints Authority (AFCA). You’ll bring clarity and confidence to the dispute resolution process, balancing regulatory expectations with strong people leadership. Along the way, you’ll support your team to deliver thoughtful, timely outcomes, strengthen customer trust, and contribute to continuous improvements across the complaints journey. This is a permanent full-time role based in multiple locations across Australia.What You'll Do

• Lead and support a team of External Dispute Resolution Specialists, building capability through coaching, feedback, and everyday leadership.
• Oversee day to day management of AFCA referred general insurance complaints, ensuring outcomes are fair, compliant, and well reasoned.
• Act as an escalation point for complex or sensitive disputes, working collaboratively to reach balanced, customer focused resolutions.
• Coach team members on dispute resolution skills, written communication, and regulatory expectations to lift quality and consistency.
• Build strong relationships with internal stakeholders and external partners, strengthening trust and shared accountability.
• Identify trends from complaints and AFCA decisions, recommending practical improvements to processes, controls, and customer outcomes.

What You'll Bring

• Experience leading teams within financial services, with a focus on performance, capability uplift, and positive team culture.
• Around two to three years’ experience in dispute resolution, complaints handling, or alternative dispute resolution roles.
• Working knowledge of Australian insurance legislation, RG271, and the General Insurance Code of Practice.
• A genuine commitment to fair, balanced complaint outcomes that put the customer at the centre.
• Clear, confident communication skills, with the ability to explain decisions both in writing and conversation.
• Background in general insurance, with relevant tertiary or industry qualifications such as ADR, Law, ANZIIF, or similar.

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

Applications close: Monday 20 April 2026 11:59PM AEST Adjustments and Support If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to recruitment@iag.com.au for a confidential conversation. More 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.