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Pacific Customer Relations Manager
3 weeks ago
Pacific Customer Relations Manager
This is an exciting opportunity to lead the customer complaints program in our Pacific operations. The successful candidate will have a strong understanding of regulatory requirements and industry best practices, as well as deep category subject matter expertise.
Main Responsibilities:
- Develop and oversee the customer complaints program, ensuring adherence to global and local policies and procedures.
- Establish and maintain complaint resolution processes and service level agreements for timely and efficient complaint handling.
- Manage a team of complaints specialists, providing coaching, training, and performance management.
- Collaborate with department heads to improve process efficiency and quality of customer complaints handling.
- Lead complex complaint handling in line with company procedures and ensure fair outcomes for customers.
Requirements:
- Proven experience in customer relations, complaints or service delivery management.
- Strong understanding of regulatory requirements and industry best practices.
- Deep category subject matter expertise and ability to objectively manage insurance-related disputes.
- Experience in developing and implementing complaint handling procedures across consumer and commercial insurance lines.
- Strong communication and influencing skills at all levels, including senior leadership and external stakeholders.
