Team Manager, Customer Relations

2 weeks ago

Sydney, New South Wales, Australia Allianz Australia Full time

Team Manager Customer Relations | Consumer | Sydney (Flexible Working)


At Allianz, we're proud to be one of the world's leading insurance and asset management brands, with a workforce as diverse as the world around us.


We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our customers, partners, and the community so we're ready when they need it most.


We offer our people a 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 and feel proud to be a part an organisation doing meaningful work that matters like tackling climate change, mental health, and well-being.

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


Reporting into the National Manager IDR, we have an incredible opportunity for a Team Manager, Customer Relations to join Allianz.

The primary purpose of this role is to lead a team within the Customer Relations Centre of Excellence ensuring internal and external customer expectations are managed in line with Allianz's objectives, policies and procedures while conforming to Allianz's statutory and regulatory responsibilities including the Australian Financial Complaints Authority (AFCA) Terms of Reference and the General Insurance Code of Practice whilst providing the delivery of a high standard of customer service.


You'll be responsible for

  • Manage work allocation within the team and review submissions ensuring quality and compliance needs are meet.
  • Identify, develop, and implement strategies and procedures to improve the complaint and dispute processes and undertake action to implement the same.
  • Act as an escalation point within the team and greater business by assisting in resolving complex queries or complaints beyond the skills, knowledge, or authority of team members, identifying root causes, as applicable, and participate in the process of recommending and implementing nationally approved improvement initiatives.
  • Monitor and ensure procedures are compliant with the Code of Practice and other regulatory standards, and are followed correctly and service standards achieved.
  • Implement and manage change improvements, facilitating learning and development opportunities that build capability within the team.
  • Develop and maintain communication and relationships with other functional areas of the business.
  • Lead, coach, mentor and develop a team with the aim of improving negotiation, customer service and technical skills, ensuring that tasks, accountabilities, and development opportunities are apportioned equitably, creating a focused, capable, and engaged team.
  • Conduct open file reviews to ensure that disputes are being managed within AAL, AFCA and GICOP standards.
  • Deliver initiative in problem solving and lateral thinking to provide appropriate solutions for customers and clients that balances the needs of our customers and Allianz.

About you

  • Tertiary qualifications in a relevant discipline and industry accreditations, where necessary.
  • Extensive experience in complaints handling and dispute management and understanding of internal and external processes, supported by a strong understanding of general claims management principles.
  • Ability to make independent as well as collaborative decisions during expected or unexpected situations and then taking responsibility for the consequences of decisions taken.
  • Understanding of the laws, legislations, regulations and prudential standards impacting insurance industry.
  • Pays high attention to detail by completing tasks with thoroughness and accuracy and can quickly identify errors or inconsistencies within information.
  • Advanced ability to prioritise tasks and manage competing resource demands across a specialised team.
  • Advanced customer service and compliance ethic coupled with persistence, tenacity, and initiative.
  • Able to approach a problem from numerous perspectives combined with flexibility to propose solutions that fits the division/organisation.
  • Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands.
  • Excellent verbal and written communication skills, capable of communicating with audiences at all levels with clarity, impact, and influence.

What's on offer

  • Be part of a team that's openminded, supportive, and genuinely focused on customer outcomes.
  • A sense of belonging in the workplace, where you are welcomed and encouraged to bring your most authentic self to work.
  • An employer that is committed to supporting your work/life balance and is always open to conversations about flexible & remote working.
  • Access to over 10,000 ondemand learning resources and programs, to support you in taking control of your career development.
- insurance products. Deals and discounts across a great range of retail, tech, an

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