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Complaints and Dispute Resolution Manager, Pacific

4 weeks ago

Melbourne, Australia AIG Full time

#LI-JC1
At AIG, we are reimagining the way we help customers to manage risk. Join us as a Complaints & Disputes 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.
AIG Australia is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. AIG’s General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network. Operating for more than 50 years, AIG has established a reputation as a leading insurer and ally to our multinational, corporate and SME clients.
Make your mark in Complaints & Disputes
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
The Complaints & Dispute Resolution Manager will manage the day to day running of a team of dedicated complaints professionals who are responsible for the fair, timely and compliant resolution of internal dispute (IDR) and external dispute resolution (EDR) complaints across Australia and New Zealand at AIG.
On any given day you will be coaching your team, providing technical direction, engaging stakeholders including AFCA, managing workloads and ensuring our obligations of RG 271 and AFCA rules are met and adhered. \
Key to the success of this role is your ability to service customers in a meaningful way and ensure that our processes and service delivery are consistent, timely and of a high quality. Your ability to share learnings from complaints with the broader business to help improve our products and services will be a key strength of yours.
**Key accountabilities will include but not limited to**:
Analyse complaints data, identify root cause and engage the business as to significant issues related to their areas
Coach, lead and develop your team to ensure high quality customer service is provided in within regulated timeframes
Identify and report risks and compliance breaches that you become are during the course of managing complaints
Produce informative reporting which detail where complaints are originating the likely reasons for them
Provide training to our staff and third-party contractors on AIG’s complaints handling process
Actively manage high quantum complaints or those that present potential reputational harm to AIG
Manage the day-to-day relationship with AFCA, including an EDR caseload
Be pro-active in engaging internal stakeholders, including establishing regular cadence whereby you will share complaints data and trends
Want to achieve fair and equitable outcomes for our customers in handling their complaint, and that this value is shared by the team you manage
drive service excellence by adhering to, and exceeding, regulatory timeframes as they relate to the management of complaints
What you’ll need to succeed
Past experience managing a complaints team, preferably with an insurance organisation
Advanced understanding of Regulatory Guide 271 - Internal Dispute Resolution
Strong negotiation and problem-solving skills
Excellent verbal and written communication skills including an ability to draft detailed and comprehensive complaint responses in plain English
A driven individual with a “can-do” attitude and ability to meet deadlines and work under pressure
Good organizational skills and ability to handle multiple tasks simultaneously
Process orientated to implement change and continuously review and identify process improvements to gain efficiencies
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 our flexible work arrangements, diversity and inclusion learning, cul