Customer Complaints Manager, Pacific

Customer Complaints Manager, Pacific

At AIG, we are reimagining the way we help customers to manage risk.

Make your mark in Business Operations

AIG's Global Business Operations & IT team identifies and drives high-quality innovation and cost efficiency in all our processes, systems and operations as a world leader in commercial and personal insurance solutions operating in over 70 countries and jurisdictions.

Key Accountabilities

• 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.
• 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.
• Manage and develop a team of complaints specialists, providing coaching, training, and performance management.
• Produce timely and meaningful country specific management information to the Global Head of Complaints, local management teams, and regulators, where required.
• 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.
• 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.
• Lead the handling of complex complaints in line with company procedures, service standards and ensuring that fair outcomes are reached for all customers.
• 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.
• 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.
• 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.
• 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.

Requirements

• Proven experience in a Customer Relations, Customer Experience, Complaints or Service Delivery Management role.
• Strong understanding of the Australia and New Zealand complaint handling Regulatory requirements, including the practices and principles of the applicable regulators.
• Strong understanding of claim handling, policyholder services, underwriting, sales and marketing operations.
• Deep category subject matter expertise with the ability to objectively and professionally manage insurance related disputes.
• Experience in developing and implementing complaint handling procedures across consumer & commercial insurance lines.
• Strong communication and influencing skills capturing verbal, written, relationship management at all levels, including Senior leadership and external bodies.
• Creative thinker, including creating and implementing dynamic solutions to often complex issues.
• Experience with root cause, business process, and control gap analysis, including process improvement design and remediation plan implementation.
• Bachelor's degree or relevant tertiary qualifications preferred.
• Self-motivated, collaborative leader with minimum 3 years' experience in management.

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.