Complaints Reporting

3 weeks ago

Sydney, New South Wales, Australia Insurance Australia Group Limited Full time
Complaints Reporting & Analysis Specialist (Perm PT)

Job requisition ID: 45293

Location: Melbourne, VIC, AU; Sydney, NSW, AU; Brisbane, QLD, AU

Workplace Type: Hybrid

Create impact as a Complaints Reporting & Analysis Specialist

NRMA Insurance has been helping Australians with their general insurance and actively supporting communities for 100 years. Part of Insurance Australia Group (known as IAG), we're proud to be one of Australia's most iconic brands.

Your Role

We are seeking a dedicated Complaints Reporting & Analysis Specialist to join the Customer Relations, Regulatory, and Transformation team. You'll support the Australian complaints analysis process by conducting routine and ad-hoc analysis and gathering data for internal and external reporting needs.

With your experience in the general insurance industry and knowledge of ASIC Regulatory Guide RG271, AFCA, and other industry regulators, you'll analyse complaint data to identify themes, trends and root causes, aiming to improve customer experience and identify potential systemic issues.

You'll share your analysis with business units and report outcomes to various audiences, including senior management and the Board. You'll be key in enhancing our complaint reporting systems, focusing on digital dashboards, Tableau, and automated self-service reports. You'll also develop and maintain a framework for ongoing complaint analysis and reporting across the organisation.

This is a permanent part-time (3-days a week) position open to candidates based in Gadigal Country (Darling Park 2, Sydney), Naarm (Melbourne) and Meanjin (Brisbane). We work flexibly with a mix of work from home and the office.

ABOUT YOU

- 5+ years' experience in data analysis role, using data to provide recommendations to business
- Advanced ability to analyse, interrogate and interpret numerical data to produce meaningful insights
- Clearly communicate insights and analysis outcomes to varied audiences (verbally and in writing), including at senior and Board levels
- Ability to scope, assess, analyse and gather data for routine and ad hoc reporting (internal and external)
- Strong stakeholder engagement skills with ability to build and maintain collaborative working relationships
- General Insurance industry experience, strong understanding of business drivers and modelling
- General knowledge of AFCA or other government/industry regulator and experience with internal and external dispute resolution and/or customer experience
- Good understanding of insurance complaints and challenges
- Strong advocate for customer experience and a passion for making the world a safer place
- Advanced Microsoft Excel skills, analytical and written communication skills
- Foundational knowledge and experience in R, Python, SQL and/or other coding languages (preferred)

Applications close Friday 4 April 2025 at 23:59pm AEST.

Joining IAG, you'll have access to a raft of benefits from across the group:

- Boosted superannuation with 13% as standard
- Dedicated career growth programs, including the award-winning IAG Academy
- A certified Family Inclusive WorkplaceTM
- Work from home and many more flexibility options with myFlex
- Discounts on every day and special occasion items
- Community volunteer days and team volunteer activities

*employment type eligibility criteria apply

ABOUT US

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That's not just words. It's our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.

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