Insurance Complaint Resolution Lead

1 week ago

Melbourne, Victoria, Australia beBeeComplaint Full time $100,000 - $155,000

This role focuses on managing a team responsible for handling Insurance related complaints.

The ideal candidate will have excellent communication and leadership skills, with the ability to drive positive change through consultation, education, and effective customer service.

A strong understanding of operational governance and efficiency practices is required for this role, as well as experience in managing teams and meeting performance metrics.

The selected candidate will be responsible for active operational management, monitoring, and oversight of a team to achieve internal and external performance metrics. They will also manage the fair, effective, and timely management of a team within the Member Resolution function in adherence with regulatory and Fund requirements.

Key responsibilities include:

  • Active operations management balancing cost, quality, and service to provide an improved level of service and experience for Members.
  • Monitor operational activities to ensure timely and effective management of work in progress.
  • Drive a strong service and excellence-oriented culture with accompanying KPIs.
  • Ensure 1:1 feedback, half-yearly performance reviews, and effective career development plans are in place for the team.
  • Contribute to the recruitment, onboarding, and training of new colleagues.
  • Assist in managing complaints addressed to key stakeholders and Group Executives.
  • Monitor operational activities ensuring all activities are delivered in adherence with legislative and Fund requirements including RG 271 and AustralianSuper's internal Policies and Procedures.
  • Support in resolving complaint and insurance-related breaches and incidents.
  • Work with the Senior Manager, Member Outcomes and Quality Assurance Manager to analyse complaints and identify recurring and systemic issues.
  • Identify continuous improvement opportunities to deliver an enhanced member service, greater efficiency, or reduction of risk to the fund.
  • Maintain strong working relationships with internal colleagues and external third parties.

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