Insights & Reporting Analyst

3 days ago

Sydney, Australia Chubb Full time

**Your Role**

This role will be part of the Complaints and Customer Resolution ( **CCR**) Service and provides support to the AU and NZ CCR Service in data analysis, regulatory reporting, complaint registrations, and other administrative activities.

The deliverables include measurable and time-bound activities, where demonstrating the ability to multi-task and prioritize across all aspects of the role are key to its success.

**Your Responsibilities**:

- Analyse complaints data to identify trends, insights, root cause analysis and outcome for product, claim and service improvement, as well as areas of improvement
- Ensure data integrity and quality by regularly auditing complaints processes and datasets.
- Report, analyse and track key metrics such as complaints volume, resolution timelines, root cause categories, uphold rates, and escalation trends.
- Support internal reporting for management, Executive Leadership Team, and Board of Directors in Australia & New Zealand
- Support external reporting requirements including submissions to industry bodies and regulators such as ASIC, ICA and FIC.
- Monitoring that new complaints are registered and acknowledged in accordance with Chubb policies, the General Insurance Code of Practice, the New Zealand Fair Insurance Code, ASIC RG 271 and allocated to analysts
- Assess and prioritise complaints based on their urgency and complexity to ensure allocation to analysts in a timely manner
- Collaborate with the complainant and relevant departments to obtain relevant information as a part of complaint triaging process
- Promptly report incidents and breaches identified
- Handle any complaints fairly and promptly
- Assisting the Head of CCR and Deputy Manager with new starter training and ongoing training requirements
- Providing feedback to the Head of CCR and Deputy Manager in relation to the team and processes
- Monitoring and actioning CCR Service mailboxes
- Monitors and performs initial assessment of incoming correspondence and directs to the appropriate area
- Continuous improvement of end-to-end processes and activities
- Minimum of 3 years of experience in data analysis, complaints management, or a related field
- Strong analytical skills and experience working with large datasets
- Proficiency in data visualization and reporting tools
- Strong communication skills to present data-driven insights clearly
- Proficient system user and process-orientated
- Business acumen skills and understanding of the fundamental components of a complaints department’s operation and its associated data
- System/claims process technical knowledge
- High level of attention to detail, time management and organisations skills
- Proficient technical skills in excel

Applications Open: 09/05/2025
Applications Close: 09/06/2025
Employment Type: Permanent, Full-time
Salary Range: $85,000 - $95,000

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