Customer Complaints Manager, Pacific

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At AIG, we are reimagining the way we help customers to manage risk. Join us as a Customer Relations Manager to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.
Make your mark in Business Operations
As a world leader in commercial and personal insurance solutions operating in over 70 countries and jurisdictions, AIG’s Global Business Operations & IT team identifies and drives high-quality innovation and cost efficiency in all our processes, systems and operations. The organization ensures we operate as one globally consistent business delivering end-to-end services locally that contribute to our customers’ and AIG’s success.
How you will create an impact
We are seeking a Customer Complaints Manager to oversee the resolution of customer complaints across our Pacific operations. In this role, you will lead a team of customer service specialists while collaborating with various departments to address issues that generate complaints. This position reports directly to the Global Head of Complaints and requires a strategic mindset balanced with tactical problem-solving capabilities.
**Key accountabilities will include but not limited to**:
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.
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.
Maintain current knowledge of local regulatory requirements that have potential to impact AIG, participate in regulatory change discussions with Legal, and provide updates to senior leadership for input into business strategies.
Participate in all relevant local committees and forums to facilitate resolution of root causes, developing issues, and risks posing a barrier to good complaint handling and achieving fair customer outcomes.
Enhance AIG’s reputation in the marketplace by proactively engaging with external stakeholders & industry experts (e.g. industry complaint forums / events) to share best practice to improve complaint handling.
Encourage, support, and exemplify a culture of continuous improvement across all functional business areas to ensure prompt resolution of complaints that enhances the customer experience, fair outcomes & product design.
What you’ll need to succeed
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.
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.
Bachelor’s degree or relevant tertiary qualifications preferred
Self-motivated, collaborative leader with minimum 3 years’ experience in management.
Creative thinker that can implement dynamic solutions for complex issues.
At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.
Enjoy benefits that take care of what matters
At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to b