Head of Customer Resolution

3 weeks ago

Docklands, Australia MLC Life Insurance Full time

Are you committed to bringing your best to life every day?

At MLC Life Insurance, we’re proud of our history of protecting Australians for over 135 years. We provide flexible, affordable, and innovative insurance products to almost 1 million Australians. We’re Australian-led and managed, and part of a global network through our partnership with one of the world’s leading life insurers, Nippon Life Insurance Group.

We’re driven by a powerful purpose, providing our customers and their families with a Promise for Life to be there when they need us most - and that’s a great purpose to bring us together at work every day.

We work hard to deliver a total customer experience that keeps our customers and partners at the forefront of all our decisions. We’re a values-driven business that strives for high performance and growth as we look towards the future.

**The Role**

Reporting to the General Manager - Customer and Advisor Operations, the Head of Customer Resolution leads a critical, cross-functional team that provides Customer Resolution, Remediation and Incident Rectification expertise and support across MLC Life Insurance. A broad role in a high priority area, your key areas of focus will include Incidents and Complaint Management and Claims Assurance, partnering closely with our Technology Teams on Rectification.

You will set, lead and proactively manage all Customer Resolution goals and key performance indicators, ensuring complaints and incidents are managed end to end in a timely and consistent manner. You will own the incident triage process and incident management and will ensure incident and complaint owners understand their role and are enabled to make effective decisions. You will ensure roadblocks and delays to incident and complaint closure are removed or escalated appropriately and root causes analysis performed. You will also be responsible for regular key senior stakeholder updates, providing and sharing data, information and insights.

From a leadership perspective, you will develop and deliver the vision and strategy for the Customer Resolution team, fostering a culture of high performance, delivery and development and enabling our business to deliver to our Purpose and our Strategy.

**About you**

A proven Financial Services professional with significant Leadership experience, your rounded set of skills includes a strength in execution, outcome orientation and lateral thinking. Commercial and pragmatic in approach, you are a systems thinker and can navigate across business and technology and the key stakeholders within. You are comfortable to manage through ambiguity and evolving priorities.

You will bring excellent communication skills - most particularly - the ability to communicate in a concise, clear and engaging manner. You pride yourself on your capacity to forge strong relationships and can manage the multifaceted needs of cross-functional senior stakeholders to drive positive business outcomes. An understanding of the Life Insurance industry is preferred although not essential.

**Bringing our best to life - why join us?**
- We do work that makes a genuine difference to our customers, partners and community.
- We have a supportive, inclusive and flexible team culture, including hybrid working.
- We support your growth and development, and careers across our business units and teams that are as unique as our people.
- We reward and celebrate our successes, through our incentive and recognition programs.
- We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave and our Family Life hub.
- We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our sustainability commitments.

**Primary Location**: AU-VIC-Docklands

**Work Locations**: Level 15, 727 Collins St Level 15 727 Collins St Docklands 3008

**Job**: Operations

**Organization**: MLC Limited

**Schedule**: Permanent

**Employee Status**: Group Level 5

Full-time

:
**Job Posting**: 20-Feb-2024, 11:37:00 PM

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