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Pacific Region Customer Complaints Lead
3 weeks ago
**Job Summary:**
We are seeking a skilled Customer Complaints Manager to oversee the resolution of customer complaints across our Pacific operations. The ideal candidate will lead a team of customer service specialists while collaborating with various departments to address issues that generate complaints.
This role reports directly to the Global Head of Complaints and requires a strategic mindset balanced with tactical problem-solving capabilities. As the subject matter expert (SME) for complaint handling, you will manage and develop the customer experience and complaints team encompassing internal & external operating units.
Main Responsibilities:
- Lead the development and oversight of the customer complaints program in adherence to the global and local complaints handling policies and procedures in the Pacific region.
- Establish and maintain effective complaint resolution processes and service level agreements to ensure complaints are addressed timely and prudently, with any issues escalated to the proper management teams.
- Manage and develop a team of complaints specialists, providing coaching, training, and performance management.
- Produce timely and meaningful country-specific management information to the Global Head of Complaints, local management teams, and regulators, where required.
- Analyse compliant trends and provide subject matter expertise to help management understand the root cause of complaints and develop remediation plans to prevent future occurrences.
- Collaborate closely with local department heads to identify process improvement opportunities with feedback to the Global Complaints Management team to improve global processes/tools (GCMS), efficiency, and quality of customer complaints handling.
- Lead the handling of complex complaints in line with company procedures, service standards, and ensuring that fair outcomes are reached for all customers.
Key Requirements:
- Proven experience in a Customer Relations, Customer Experience, Complaints or Service Delivery Management role.
- Strong understanding of the Australia and New Zealand complaint handling Regulatory requirements, including the practices and principles of the applicable regulators.
- Strong understanding of claim handling, policyholder services, underwriting, sales, and marketing operations.
- Deep category subject matter expertise with the ability to objectively and professionally manage insurance-related disputes.
- Experience in developing and implementing complaint handling procedures across consumer & commercial insurance lines.
- Strong communication and influencing skills capturing verbal, written, relationship management at all levels, including Senior leadership and external bodies.
- Creative thinker, including creating and implementing dynamic solutions to often complex issues.
- Experience with root cause, business process, and control gap analysis, including process improvement design and remediation plan implementation.
