National Manager External Dispute Resolution

6 months ago

Melbourne, Australia Allianz Australia Full time

**National Manager, External Dispute Resolution | Consumer | Melbourne Based**

At Allianz, we’re proud to be one of the world’s leading insurance and asset management brands, with a workforce as diverse as the world around us.

We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our customers, partners, and the community so we’re ready when they need it most.

We offer our people a workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility. Join us and share your ideas, be inspired, give back and feel proud to be a part an organisation doing meaningful work that matters like tackling climate change, mental health, and well-being.

Let’s care for tomorrow, so we can create a better future together, for everyone.

Reporting into the GM of Consumer, we are looking for an exceptional National Manager, External Dispute (EDR) to join Allianz. The primary objective of this role is to spearhead Allianz's internal dispute resolution function, aiming to deliver an exceptional complaints experience for customers and foster a culture of continuous improvement, robust risk management, and effective governance.

**You'll be responsible for**
- Lead the external dispute resolution function across Allianz for general insurance products.
- Be Alllianz’s primary complaints contact for AFCA and represent Customer Relations for regulatory responses and industry reviews that require complaints input.
- Provide leadership and drive better decision-making across all aspects of the Allianz customer experience.
- Ensuring we resolve complaints received via AFCA efficiently, in line with AFCA requirements, and learn from our determinations.
- Build a professional and highly skilled team as well as develop and embed an effective complaints management process to oversee the management of all complaints.
- Build, drive, and lead a highly engaged team of customer relations professionals maintaining business unit performance through incentive setting, target setting, and monitoring of key metrics.
- Contribute to the strengthening of governance, risk management, internal control environment and Allianz’s risk culture as it relates to disputes and complaints.
- Act as an advisor on all dispute resolution matters and in the development of processes to manage disputes and complaints in line with regulatoryregulatory and customer expectations.
- Champion a culture of continuous improvement across our products and services through complaint insights.
- Partner and collaborate with all business areas to ensure an enterprise-wide approach to complaints handling.
- Advocate for our customers experiencing vulnerability by elevating their experience by ensuring fair and reasonable outcomes are achieved.

**About you**
- Significant experience Dispute Resolution in a people leadership role within the insurance industry.
- Display a suitable level of professional scepticism, being prepared to challenge accepted practice or encourage alternative views.
- Understanding of the laws, legislations, regulations and prudential standards impacting insurance industry.
- Able to approach a problem from numerous perspectives combined with flexibility to propose solutions that fits the division/organisation.
- Display objectivity and independence in the work and sound ethical and professional conduct/judgement.
- Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands.
- Proven analytical and critical thinking capability to interpret a range of data, identify patterns, trends and links that inform judgements and solutions.
- Ability to interpret and analyse complex information, extract meaningful insights and evaluate options for decision making.
- Excellent verbal and written communication skills, capable of communicating with audiences at all levels with clarity, impact and influence.

**What's on offer**
- Be part of a team that’s open-minded, supportive, and genuinely focused on customer outcomes.
- A sense of belonging in the workplace, where you are welcomed and encouraged to bring your most authentic self to work.
- An employer that is committed to supporting your work/life balance and is always open to conversations about flexible & remote working.
- Access to over 10,000 on-demand learning resources and programs, to support you in taking control of your career development.
- insurance products. Deals and discounts across a great range of retail, tech, and travel brands, and offers for health and well-being.
- Initiatives to support your financial wellness through selected discounted Allianz insurance products, superannuation matching, salary sacrificing, novated leasing and our referral bonus scheme.
- The opportunity to take part in our Employee Share Purchase Program
- own a piece of your employer.

**About Allianz**

At Allianz, we care about everyth

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