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Customer Complaints Manager, Pacific

4 weeks ago

Melbourne, Victoria, Australia at Full time

Base & Bonus Incentivised Package + Benefits

At AIG, we are reimagining the way we help customers to manage risk. Join us as a Customer Complaints Manager to play your part in that transformation. It's an opportunity to grow your skills and experience as a valued member of the team.

Make your mark in Business Operations

As a world leader in commercial and personal insurance solutions operating in over 70 countries and jurisdictions, AIG's Global Business Operations & IT team identifies and drives high-quality innovation and cost efficiency in all our processes, systems and operations. The organization ensures we operate as one globally consistent business delivering end-to-end services locally that contribute to our customers' and AIG's success.

How you will create an impact

We are seeking a Customer Complaints Manager to oversee the resolution of customer complaints across our Pacific operations. In this role, you will lead a team of customer service specialists while collaborating with various departments to address issues that generate complaints. This position reports directly to the Global Head of Complaints and requires a strategic mindset balanced with tactical problem-solving capabilities.

This role will act as the subject matter expert (SME) for complaint handling whilst managing and developing the customer experience and complaints team encompassing internal & external operating units.

  1. Lead the development and oversight of the customer complaints program in adherence to the global and local complaints handling policies and procedures in the Pacific region.
  2. Establish and maintain effective complaint resolution processes and service level agreements to ensure complaints are addressed timely and prudently, with any issues escalated to the proper management teams.
  3. Manage and develop a team of complaints specialists, providing coaching, training, and performance management.
  4. Produce timely and meaningful country specific management information to the Global Head of Complaints, local management teams, and regulators, where required.
  5. Analyse complaint trends and provide subject matter expertise to help management understand the root cause of complaints and develop remediation plans to prevent future occurrences.
  6. Collaborate closely with local department heads to identify process improvement opportunities with feedback to the Global Complaints Management team to improve global processes/tools (GCMS), efficiency, and quality of customer complaints handling.
  7. Lead the handling of complex complaints in line with company procedures, service standards and ensuring that fair outcomes are reached for all customers.
  8. Maintain current knowledge of local regulatory requirements that have potential to impact AIG, participate in regulatory change discussions with Legal, and provide updates to senior leadership for input into business strategies.
  9. Participate in all relevant local committees and forums to facilitate resolution of root causes, developing issues, and risks posing a barrier to good complaint handling and achieving fair customer outcomes.
  10. Enhance AIG's reputation in the marketplace by proactively engaging with external stakeholders & industry experts (e.g. industry complaint forums / events) to share best practice to improve complaint handling.
  11. Encourage, support, and exemplify a culture of continuous improvement across all functional business areas to ensure prompt resolution of complaints that enhances the customer experience, fair outcomes & product design.
What you'll need to succeed
  1. Proven experience in a Customer Relations, Customer Experience, Complaints or Service Delivery Management role
  2. Strong understanding of the Australia and New Zealand complaint handling Regulatory requirements, including the practices and principles of the applicable regulators.
  3. Strong understanding of claim handling, policyholder services, underwriting, sales and marketing operations.
  4. Deep category subject matter expertise with the ability to objectively and professionally manage insurance related disputes.
  5. Experience in developing and implementing complaint handling procedures across consumer & commercial insurance lines.
  6. Strong communication and influencing skills capturing verbal, written, relationship management at all levels, including Senior leadership and external bodies.
  7. Creative thinker, including creating and implementing dynamic solutions to often complex issues.
  8. Experience with root cause, business process, and control gap analysis, including process improvement design and remediation plan implementation.
  9. Bachelor's degree or relevant tertiary qualifications preferred
  10. Self-motivated, collaborative leader with minimum 3 years' experience in management.
  11. Creative thinker that can implement dynamic solutions for complex issues.

Ready to make a bigger impact? We look forward to reviewing your application.

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what's most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world's most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of belonging

We're committed to creating a culture that truly respects and celebrates each other's talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG's greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.

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