Mars Recruitment is proud to be partnering with a growing insurance business where strong governance, practical risk management, and fair customer outcomes are at the centre of everything they do. This role suits an experienced insurance professional who enjoys combining technical compliance work with hands-on operational leadership and customer resolution.

Key Responsibilities:

• Manage and maintain compliance frameworks and ensure regulatory obligations are met
• Oversee the identification, assessment, and ongoing management of business risks
• Maintain and update the risk register, including coordination of control testing activities
• Review, develop, and strengthen risk and compliance policies and procedures
• Work with external service providers to ensure IT security and operational compliance requirements are met
• Lead and support a small complaints team to deliver timely and fair resolutions
• Manage end-to-end complaint handling, including assessment, investigation, and resolution
• Communicate with brokers and customers throughout the complaints process, ensuring clear and consistent updates
• Develop recommendations for complaint outcomes in collaboration with internal stakeholders and insurers
• Maintain accurate complaints records, reporting, and documentation standards
• Liaise with internal teams, repairers, and external assessors to support fair and efficient outcomes
• Manage escalations to external dispute resolution bodies or regulators where required
• Analyse complaint trends and provide insights to improve processes, products, and customer experience
• Prepare regular reporting across risk, compliance, and complaints performance

Key Requirements:

• Minimum 5 years' Risk experience in the general insurance sector
• Exposure to claims, disputes, risk management, compliance, or a combination of these areas
• Background in law, insurance operations, claims, or regulatory/compliance roles advantageous
• Experience handling complaints or customer disputes end-to-end
• Strong understanding of insurance products, policy interpretation, and regulatory frameworks
• Ability to interpret and apply legislation and compliance requirements in a practical environment
• Strong written and verbal communication skills with attention to detail
• Calm, measured approach with the ability to manage sensitive or complex customer interactions
• Strong analytical skills with the ability to identify trends and improve processes
• Leadership capability or experience managing or mentoring small teams
• Interest in improving systems and processes within a modern, tech-enabled insurance environment
• A proactive, solutions-focused mindset with a focus on fair customer outcomes

Reach out to Abbey at Mars Recruitment for a confidential discussion- abbey.lynch@marsrecruitment.com.au