Insurance Compliance and Customer Experience Manager

3 weeks ago


Brisbane, Queensland, Australia MAYDAY Recruitment Group Full time

Delivering Exceptional Customer Experiences in Insurance

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MAYDAY Recruitment Group is partnering with a leading global insurance company that prioritizes delivering outstanding service to their customers worldwide.

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The Insurance Compliance and Customer Experience Manager plays a critical role in overseeing the complaints management function, combining hands-on execution with team leadership. This position ensures complaints are handled efficiently, within regulatory timelines, and focuses on resolving systemic issues. As a customer champion, you will work closely with various teams to drive continuous improvement and enhance the overall claims experience.

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A Competitive Package for the Right Candidate:

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  • A salary of $78,500 per year, plus superannuation and 5% bonus">
  • Lovely offices located in the Brisbane CBD, offering flexible working arrangements with two days of remote work per week">
  • The opportunity to work alongside a fantastic leadership team and supportive colleagues, driving growth and development in your career">
  • A comprehensive benefits package, including regular annual leave, personal leave, volunteer leave, and paid parental leave scheme">
  • Access to great staff discounts and opportunities for professional growth and development">
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The Role:

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  • Oversee the development and implementation of a complaints management framework, ensuring compliance with ASIC and General Insurance Code of Practice stipulations">
  • Build and lead a high-performing team of Complaints Officers, providing coaching and guidance to ensure effective complaint resolution">
  • Implement analytics tracking and reporting on complaints, presenting insights to senior leaders to inform business decisions">
  • Collaborate with a dynamic team to drive customer-centric initiatives and make a meaningful impact on customers' lives">
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The Ideal Candidate:

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  • A minimum of 2 years' experience in insurance claims or dispute resolution">
  • Effective negotiation skills and problem-solving abilities, with a comprehensive understanding of applicable insurance legislation and regulations">
  • Good working knowledge of GICOP and preferable but not essential insurance-related qualifications (RG165 or equivalent)">
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This is an exciting opportunity for a motivated and experienced professional to join a reputable organization and contribute to delivering exceptional customer experiences in the insurance industry.

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Reference Number: 11538
Profession: Insurance Claims, Management
Company: MAYDAY Recruitment
Date Posted: Not Specified


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