Complaint & Customer Resolution Manager

7 months ago

Sydney, Australia Chubb Full time

**Your Role**
You will lead our Australia & New Zealand complaints team and ensure the efficient and effective operation of the Complaint & Customer Resolution (CCR) Service in resolving customers complaints and disputes in compliance with Chubb’s internal framework and regulatory requirements. You will focus on delivering a positive customer experience and sharing with the business opportunities identified in the course of investigating and determining complaints and disputes.

You will engage with external stakeholders such as the Australian Financial Complaints Authority (AFCA), the Financial Services Complaints Ltd in NZ (FSCL), in relation to liaising on complaints and disputes; third party providers who are managing complaints on behalf of Chubb; and internal stakeholders such as business unit managers and senior management in relation to complaint and dispute trends and business improvement opportunities identified by the CCR Service. You will also work closely with the Legal and Compliance team on any ASIC related matters and CCR matters that also constitute incidents or breaches.

**Your Responsibilities**
- Effective management of Chubb’s CCR Service unit in line with Chubb’s complaint handling and dispute resolution framework and policy and in compliance with RG271 and the General Insurance Code of Practice (GICOP) and Fair Insurance Code (FIC).
- Ensure the CCR Service meets internal and external KPIs and timelines.
- Provide quality input to senior management and business/support units in relation to business improvement opportunities identified in the course of investigating and determining complaints and disputes.
- Regularly meet with business/support units to discuss improvement initiatives identified through the investigation of complaints and disputes.
- Adopt a customer focussed approach to managing complaints and disputes and promote this cultural approach throughout the organisation.
- Monitor and develop reporting for senior management and the board of directors on complaint and dispute trends, learning points and business improvement opportunities and identify and escalate any systemic incidents and breaches.
- Oversight and quality assurance in relation to the output of the CCR Service and investigate and implement customer feedback mechanisms.
- Liaise with third party providers who have been authorised by Chubb to manage complaints and monitor their compliance with any internal or external regulatory requirements.
- Provide training and self-improvement opportunities for CCR Service staff by developing their skills, knowledge and experience.
Liaise with AFCA and FSCL in relation to complaint and disputes matters
- Tertiary qualifications in a Legal or Compliance related field
- 5 years Leadership experience
- Experience leading a complaint resolution function and managing complex complaint matters
- Sound knowledge of Australian and NZ financial services legislation, regulation and the GICOP and FIC
- Prior experience in complaints or remediation management, preferably in insurance or financial services
- Strong oral and written communication skills
- Ability to train and develop staff skills, knowledge and experience
- Effective time management
- Problem solving and resilient mindset
- Attention to detail, ability to analyse data and identify trends
- A focus on the customer, providing superior customer service and resolutions to complex complaints and disputes.

We offer you the opportunity to work as part of a dynamic and agile environment where continuous development is encouraged throughout your career, both locally and globally. We also offer a flexible working approach via our “My One Thing” initiative, education assistance, dress for your day every Friday, promotion of health and wellbeing (including discounted health insurance, daily breakfast and fresh fruit), and the option to enrol into the Chubb Limited discounted stock purchasing scheme.

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