National Manager External Dispute Resolution

NATIONAL MANAGER, EXTERNAL DISPUTE RESOLUTION – CONSUMER – MELBOURNE

At Allianz, we’re proud to be named one of the Best Workplaces in Australia 2025 and a Great Place to Work. As a leading global insurance and asset management brand, we prioritise care for our customers, the planet, and each other. We hire the very best people to further our commitment to caring and securing the future for our customers.

We offer an inclusive workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility. Join us and share your ideas, be inspired, give back to the community and feel proud to be a part of an organisation doing meaningful work that matters while supporting sustainability, mental health, and well-being.

Let’s care for tomorrow, so we can create a better future together, for everyone.

About the role

The primary purpose of this role is to lead Allianz’s External Dispute Resolution function to deliver an exceptional complaints experience for our customers while creating a culture of continuous improvement, risk management, and strong governance.

• Lead Allianz's External Dispute Resolution Function: Take ownership of Allianz's external dispute resolution for general insurance products, serving as the primary liaison with AFCA. Foster a strong, collaborative relationship with AFCA and represent Customer Relations in regulatory and industry reviews, ensuring Allianz’s perspective is effectively communicated and integrated.
• Inspire and Empower a High-Performing Team: Build, lead, and actively engage a team of customer relations professionals, cultivating a culture of excellence in complaints management. Drive team performance through clear target setting, meaningful incentives, and rigorous monitoring of key metrics to deliver exceptional results.
• Enhance Complaints and Disputes Management Processes: Develop and continuously refine robust processes to manage complaints and disputes across the value chain. Ensure alignment with regulatory requirements and customer expectations while leveraging data-driven insights to identify opportunities for innovation and operational improvement.
• Champion Customer Advocacy and Fair Outcomes: Act as a passionate advocate for Allianz’s customers, ensuring fair, reasonable, and empathetic outcomes for all. Lead the charge in embedding a culture of continuous improvement, driving enhancements to the customer experience across all products and services.
• Drive Enterprise-Wide Collaboration and Governance: Partner with business units to establish a cohesive, enterprise-wide approach to complaints handling. Play a key role in strengthening Allianz’s governance, risk management practices, and risk culture, with a focus on disputes and complaints resolution.
• Deliver Efficient and Insight-Driven Resolutions: Oversee the timely and effective resolution of complaints escalated to AFCA, ensuring compliance with all AFCA, regulatory and procedural requirements. Provide expert advisory support on complex dispute resolution matters and proactively implement process improvements informed by actionable insights and dispute outcomes.

About you

• Leadership in Dispute Resolution: Proven experience leading dispute resolution functions, ideally within insurance or financial services, with a focus on delivering fair and effective outcomes.
• Strong Regulatory and Industry Knowledge: In-depth understanding of laws, AFCA processes, regulations, and prudential standards shaping the insurance sector, ensuring compliance and best practices.
• Analytical and Problem-Solving Expertise: Skilled in analysing data, identifying trends, and approaching challenges from multiple perspectives to develop innovative and effective solutions.
• Champion for Change with Ethical Leadership: Advocate for customers by constructively challenging the status quo, using sound judgment and professional scepticism to drive meaningful improvements to products, services, and processes. Foster innovation and continuous improvement while ensuring fair and ethical outcomes.
• Effective Prioritisation and Organisation: Proven ability to manage competing priorities, ensuring resources are optimised and objectives are consistently achieved.

Benefits and perks

• Inclusive Culture: Join a supportive, open-minded team focused on customer outcomes, bringing your authentic self to work every day!
• Work-life balance: Enjoy our flexible, hybrid work arrangements, and tailored workplace adjustments, where possible.
• Career Development: Access mentoring, development and global mobility opportunities for growth and success, including access to over 10,000 learning resources.
• Financial and Well-being Perks: Enjoy discounts on Allianz products, retail, tech, and travel, plus financial wellness initiatives and the Employee Share Purchase Program- own a piece of your employer!
• For more details about our benefits, visit the Allianz Careers site.

About Allianz Group

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matters, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Adjustments and support

If you require any support and adjustments to participate equitably in our recruitment process, we encourage you to reach out to careers@allianz.com.au for a confidential conversation.

Join us. Let’s care for tomorrow. www.allianz.com.au/careers