Insurance complaints and dispute resolution manager role for a global insurance business in Melbourne

Your new company

This role would see you work for a global insurance market leader who are expanding their claims and dispute resolution team in Melbourne. Their aim is to find the best possible solution for all parties, while working with care and understanding. They are a forward-thinking organisation who are focused on utilising market knowledge and candidate intelligence to provide the best service to their customers and clients. They are looking to recruit a Complaints and Dispute Manager across the Pacific region, in a role that offers excellent global exposure, and is a great position to further your career.

Your new role

The business are seeking a Complaints and Dispute Manager to lead the resolution of customer complaints across their Pacific operations. You will lead a team of dispute resolution specialists while collaborating with a number of departments to address complaints issues. This position reports to the Global Head of Complaints, and interacts with a number of stakeholders in different countries, whilst requiring a strategic mindset with excellent leadership qualities.

• Lead the design and delivery of the customer complaints program across Australia and New Zealand, ensuring alignment with global and local policies.
• Oversee a team of (5) dispute resolution specialists, providing coaching, training, and performance support to build capability and maintain high standards.
• Establish effective complaint resolution processes and service levels, ensuring timely handling and appropriate escalation of issues.
• Deliver meaningful insights through regular reporting to senior leadership, regulators, and the Global Head of Complaints.
• Analyse complaint trends to identify root causes and work with business leaders to develop practical solutions and prevent recurrence.
• Collaborate with department heads and global teams to improve tools, processes, and the overall quality of complaints handling.
• Champion a culture of continuous improvement, driving better complaint resolution, customer experience, and product design.

What you'll need to succeed

• Proven leadership experience (5+ years) in Customer Relations, Claims, Dispute Resolution, or Complaints, ideally from an insurance business.
• Strong understanding of an insurance business, ideally having worked for a global business with multiple reporting lines.
• Strong understanding of regulatory requirements in Australia and New Zealand, including complaint handling principles and practices, Regulatory Guide 271 (RG271) and AFCA requirements.
• Skilled in developing and managing complaint frameworks across consumer and commercial insurance lines.
• Excellent communication and influencing skills, with the ability to engage confidently at all levels-including senior leadership and external bodies.
• Analytical mindset with experience interpreting dashboard data, identifying trends and root causes, and translating metrics into actionable insights.
• Creative problem-solver with a track record of implementing effective solutions to complex issues.

What you'll get in return

This role is an excellent opportunity to progress in your insurance complaints and disputes career with a global insurance business. If you are successful, you will receive:

• Hybrid working in the Melbourne CBD office.
• A highly competitive salary package, ranging from $140,000 to $180,000 plus super and bonuses, which may be negotiable depending on your experience.
• Take the responsibility of managing a national team whilst reporting internationally to a number of stakeholders.
• Great opportunity to further develop your skills and a highly performing team that will offer great career progression.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact Sam Puddephatt on [email protected]. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.