About The Role As Team Leader, Internal Dispute Resolution, you’ll lead a team of specialists dedicated to resolving customer complaints fairly and efficiently. You’ll coach and develop your team, ensure compliance with regulatory standards, and drive continuous improvement across processes and systems. This is a leadership role with real impact—where customer advocacy meets strategic delivery. This is a 12 month secondment opportunity. What You’ll Do Lead, coach and develop a team of Internal Dispute Resolution Specialists to deliver fair and timely complaint outcomes Manage escalated disputes and ensure responses meet both customer needs and regulatory requirements Monitor team performance, conduct regular reviews, and build a culture of accountability and engagement Drive continuous improvement by identifying and implementing enhancements to systems, processes, and service delivery Build strong relationships with internal and external stakeholders to support effective complaint resolution Ensure compliance with ASIC RG271 and other regulatory obligations while keeping customers at the forefront of decision-making What You’ll Bring Proven leadership experience with a track record of building high-performing teams Strong knowledge of insurance products, complaints resolution, and dispute management Ability to coach, mentor and develop others through structured feedback and performance planning Excellent communication skills with the ability to influence and build relationships across all levels Experience in identifying and implementing process improvements that enhance customer outcomes Understanding of regulatory frameworks including ASIC RG271, the General Insurance Code of Practice and Privacy Laws
