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Customer Complaints Manager, Pacific

1 month ago

Melbourne, Victoria, Australia Hatch Full time

Join to apply for the Customer Complaints Manager, Pacific role at Hatch.

Role Overview

This is a Customer Complaints Manager, Pacific role with AIG based in Melbourne, VIC, AU.

About AIG

At AIG, we are reimagining the way we help customers manage risk. Join us as a Customer Relations Manager to contribute to this transformation. We offer opportunities to grow your skills and experience as part of our global team. AIG is a leader in commercial and personal insurance solutions, operating in over 70 countries, focusing on innovation, efficiency, and delivering end-to-end services locally.

Key Responsibilities
  1. Lead the development and oversight of the customer complaints program according to global and local policies in the Pacific region.
  2. Establish effective complaint resolution processes and SLAs to ensure timely and prudent handling of complaints, escalating issues as needed.
  3. Manage and develop a team of complaints specialists, providing coaching, training, and performance management.
  4. Produce management information reports for global, local, and regulatory stakeholders.
  5. Analyze complaint trends, identify root causes, and develop remediation plans to prevent recurrence.
  6. Collaborate with local departments to improve processes and feedback to global teams.
  7. Handle complex complaints, ensuring fair outcomes and adherence to standards.
  8. Stay informed on local regulatory requirements and participate in related discussions.
  9. Participate in committees to resolve root causes and mitigate risks.
  10. Engage with external stakeholders to share best practices and enhance reputation.
  11. Promote a culture of continuous improvement in complaint handling and customer experience.
Qualifications and Skills
  • Proven experience in customer relations, experience management, or complaints handling.
  • Strong understanding of Australian and New Zealand complaint regulations and practices.
  • Experience with insurance claims, policyholder services, underwriting, and sales.
  • Deep expertise in insurance disputes management.
  • Experience developing complaint procedures across insurance lines.
  • Excellent communication and influencing skills at all levels.
  • Creative problem-solving skills.
  • Experience with root cause analysis and process improvement.
  • Bachelor's degree or relevant tertiary qualification preferred.
  • Minimum 3 years of management experience, self-motivated and collaborative.
Additional Information

This role is full-time, mid-senior level, and based in Melbourne. AIG values diversity and offers inclusive benefits and development opportunities. We encourage applications even if you do not meet all listed criteria.

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