Customer Complaints Manager, Pacific

1 week ago

Melbourne, Victoria, Australia American International Group Full time
Make a Bigger Impact

AIG is reimagining the way we help customers manage risk.

We are seeking a Customer Relations 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.

Your 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.

Your Key Accountabilities:

  • Develop and oversee the customer complaints program in adherence to global and local complaints handling policies and procedures.
  • Establish and maintain effective complaint resolution processes and service level agreements.
  • 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.
  • Analyse complaint trends and provide subject matter expertise to help management understand the root cause of complaints.
  • Collaborate closely with local department heads to identify process improvement opportunities.
  • Lead the handling of complex complaints in line with company procedures and service standards.
  • Maintain current knowledge of local regulatory requirements that have potential to impact AIG.
  • Participate in all relevant local committees and forums to facilitate resolution of root causes and risks posing a barrier to good complaint handling.
  • Enhance AIG's reputation in the marketplace by proactively engaging with external stakeholders & industry experts.
  • Encourage, support, and exemplify a culture of continuous improvement across all functional business areas.

What You'll Need to Succeed

  • Proven experience in a Customer Relations, Customer Experience, Complaints or Service Delivery Management role.
  • 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.
  • Creative thinker with the ability to create and implement dynamic solutions to 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 a minimum of 3 years' experience in management.

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