{"id":2584173,"url":"https://alion.io/job/iag-team-lead-dispute-resolution","title":"Team Lead, Dispute Resolution","company":{"id":1899828,"name":"Insurance Australia Group","domain":"iag.com.au","url":"https://alion.io/company/iag-com-au","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":61000,"max_usd":118000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":35},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-14T22:47:38Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-18T20:15:10Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"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.\nShape the future of dispute resolution across CGU and WFI and lead a team that helps deliver fair and meaningful outcomes for customers when they need us most.\nThis is a unique opportunity to establish and lead a newly created dispute resolution function within Intermediated Insurance Australia. Working with a team of specialist dispute resolution professionals, you'll oversee complex complaints and AFCA matters, champion high-quality customer outcomes, and influence how dispute resolution is delivered across the business. If you're passionate about developing people, bringing structure to complexity, and using insights to drive positive change, this is your chance to make a lasting impact.\nWe work flexibly, with a minimum of two days per week in the office.\nThis is a permanent full-time role based in Gadigal Country (Darling Park 2, Sydney) or Naarm (Melbourne).\nWhat You'll Do\nLead, coach and develop a team of dispute resolution specialists to deliver quality outcomes and build a high-performing culture.\nOversee complex complaints, internal dispute resolution and AFCA matters, ensuring obligations and timeframes are met.\nBuild and embed ways of working for a newly established dispute resolution function supporting CGU and WFI customers.\nPartner with stakeholders across claims, underwriting, operations, risk and governance to manage escalations and improve outcomes.\nUse complaint insights and emerging trends to identify opportunities for customer, process and business improvement.\nDrive quality assurance activities through case reviews, coaching and continuous capability development.\nWhat You'll Bring\nExperience leading and developing teams in complaints, dispute resolution or customer advocacy environments.\nStrong knowledge of AFCA, internal dispute resolution and complex complaint management practices.\nExperience within insurance, financial services or another highly regulated environment.\nAbility to confidently engage and influence stakeholders across multiple levels of an organisation.\nA coaching mindset and passion for building capability, confidence and accountability within teams.\nSound judgement when balancing customer outcomes, commercial considerations and regulatory requirements.\nCuriosity to challenge existing approaches and help shape a growing function.\nWhat We Offer\nBoosted superannuation with 13% as standard.\n20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).\nUp to 50% off personal insurance, including home and motor insurance.\nPartner discounts on private health insurance, tech & appliances, and many more.\nIndustry-leading 20 weeks paid parental leave.\nAccess to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.\n*employment type eligibility criteria apply\nApplications close: Thursday 22 October 2026 11:59PM AEDT\nAdjustments and Support\nIf you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to  for a confidential conversation.\nMore About Us\nAs 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. 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