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Team Manager, Customer Relations
3 months ago
Team Manager Customer Relations | Consumer | Sydney or Melbourne (Flexible Working)
At Allianz, we are proud to be a top insurance and asset management brand, with a team as varied as the world around us.
We prioritize our customers, which is why we hire top talent to uphold our dedication to securing the future of our customers, partners, and the community to be prepared when they need us the most.
We provide a workplace where all feel they belong, promoting a culture of continuous learning, growth, and global opportunities. Join us to share your ideas, be inspired, contribute, and feel proud to be part of an organization making a difference in important areas like addressing climate change, mental health, and well-being.
Let's build a better future together, caring for what's ahead for everyone.
Reporting to the National Manager IDR, there is an exciting opportunity for a Team Manager, Customer Relations to join Allianz. The main goal of this role is to lead a team in the Customer Relations Center of Excellence, ensuring both internal and external customer expectations align with Allianz's goals, policies, and procedures while meeting statutory and regulatory obligations including AFCA Terms of Reference and General Insurance Code of Practice, delivering top-notch customer service.
You'll have the following responsibilities:
- Manage work distribution within the team, ensuring quality and compliance requirements are met.
- Identify, develop, and execute strategies to enhance complaint and dispute processes.
- Act as an escalation point for resolving complex queries or complaints beyond team capabilities, recommending and executing improvement initiatives.
- Ensure procedures comply with regulatory standards, drive improvements, and promote team development.
- Nurture relationships with various business areas, coach, mentor, and develop the team.
- Conduct file reviews to ensure compliance and deliver excellent customer service with a problem-solving approach.
About you:
- Relevant tertiary qualifications and industry accreditations.
- Extensive experience in complaints handling, decision-making skills, and knowledge of insurance industry standards.
- Attention to detail, prioritization abilities, and strong communication skills.
- Understanding of legal and regulatory frameworks affecting the insurance sector.
What's included:
- Join a team focused on customer outcomes in a supportive environment.
- Embrace a workplace culture that values your authenticity and supports work/life balance.
- Access to learning resources, discounts, and programs for personal and professional development.
- Financial wellness support through various initiatives including insurance products, superannuation matching, and more.
- Participate in the Employee Share Purchase Program to have a stake in the company.
About Allianz:
At Allianz, we value diversity and inclusion, creating a workplace where individuals of all backgrounds are not just welcomed but appreciated for their unique perspectives and skills. We foster an environment where everyone can excel, contribute, and grow towards collective success.
Adjustments and support:
If you need support during our recruitment process, feel free to reach out for a confidential discussion.
Join us in shaping a better tomorrow.
