Job 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.
Help strengthen complaints governance and lift standards across our intermediated business at IAG.
As the Complaints Governance & Initiatives Manager, you’ll lead enterprise level complaints governance across our insurance operations, ensuring strong alignment with regulatory expectations and internal frameworks. You’ll work closely with senior leaders and key partners to interpret complaint trends, emerging risks and regulatory insights, translating them into practical actions that improve processes and support strong business outcomes. This is a newly created role, providing expert guidance, high quality reporting and constructive challenge, while driving continuous improvement for iconic brands such as WFI and CGU.
This is a permanent full-time role based in Gadigal Country (Darling Park 2, Sydney) or Naarm (Melbourne).
What You'll Do
• Lead and embed effective complaints governance frameworks aligned to internal policy and Australian regulatory requirements.
• Analyse complaint trends and systemic issues to deliver clear insights that inform decision making and process uplift.
• Partner with senior leaders across risk, legal, customer and data teams to influence complaints practices and outcomes.
• Deliver high quality reporting, briefings and insights for executive, risk and governance forums.
• Support regulatory readiness and engagement through strong governance, documentation and audit trails.
• Drive continuous improvement initiatives, including procedural uplift, control enhancements and remediation activity.
What You'll Bring
• Extensive experience in complaints governance, risk, compliance or regulatory roles within financial services or insurance.
• Strong understanding of the Australian regulatory environment, including RG 271, AFCA and systemic issue management.
• Proven ability to distil complex information into clear insights and practical actions.
• Confidence influencing senior stakeholders across large, complex organisations.
• Experience leading governance uplift, process improvement or change initiatives.
• Clear, confident communication skills with strong executive level reporting capability.
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.
• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.
*employment type eligibility criteria apply
Applications close: Thurdsay 11 June 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 [email protected] 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.