Customer Feedback Lead

Allianz Partners is has a vacancy for a Customer Feedback Lead for the ANZ business across all lines of our business. You will be reporting to the Senior Manager, Risk, Quality & Control, the Customer Feedback Lead advocates for the customer, ensures appropriate standards are established in managing customer feedback and provides meaningful insights to drive improvements for both Australia and New Zealand.

*Key Responsibilities*

• Maintaining up to date on legislative and contractual requirements, ensuring full alignment and taking ownership in translating requirements into practical terms
• Monitoring adherence of customer feedback and complaints management commitments
• Leading BU wide initiatives which advances the customer focus of the Australia and New Zealand Business Units
• Deriving actionable insights from customer feedback data and continuous feedback loops across the organisation,
• Work with the Lines of Business to drive both tactical and strategic change
• Presentation of results at internal management forums
• Advocating for the customer in key projects and initiatives
• Setting standards and guidelines in managing customer feedback (complaints and customer feedback) and providing overarching input to tenders/client contracts
• Maintaining overarching procedures and controls to ensure adherence of legislative and contractual requirements by front line operations teams.
• Own and managing and the customer feedback guidelines and systems for AU and NZ
• Working with stakeholders to ensure customer feedback and complaints reporting is fit for purpose
• Preparation of Voice of Customer reports for Senior Management and the Board
• Represent Allianz Partners on external forums for Customer Insights and Experience related matters

Essential Critiera
Industry Experience

• Min 5+ years' experience in a Customer Experience related role such as customer relationship management and customer supporting roles, managing conflict resolution and customer feedback
• Proven experience in driving positive customer satisfaction and experience outcomes
• Supplementary qualifications in Business, IT or legal desired
• Experience in an Financial, Insurance, Assistance or Service industry preferred

People And Communication Skills

• Act as a leader and advocate for the customer
• Superior communication, influence and relationship building skills across all levels of the business
• Excellent stakeholder engagement and management with outstanding interpersonal and communication skills
• Proven written and verbal communication skills with the ability to clearly articulate messages in a cohesive manner appropriately to a variety of audiences.
• Demonstrated report writing and presentation skills

Problem Solving & Decision Making Skills

• Ability to solve problems in a collaborative manner strategically and not just tactically to ensure better long term outcomes.
• Ability to make decisions and put decisions into practical use
• Ability to interrogate a problem to find the root cause and develop solutions that solves the problems and not the symptoms
• Demonstrated ability to apply critical thinking as part of the problem solving analysis

Technical Skills

• Proficient analytical reporting skills with strong attention to detail
• Demonstrated project management or coordination skills

Professional

• Proven high level of professionalism, maturity and candor in daily work ethic.
• Demonstrated ability to work under pressure including the ability to achieve outcomes, prioritize work, meet deadlines, motivate staff, and retain personal motivation and tolerance.
• Drive to achieve high levels of quality
• Demonstrated ability to be flexible and assured
• Ability to work autonomously and collaboratively
• Demonstrated behaviors of being approachable, affable and confident.
• Motivated Self Starter/Learner, proactive and confident with the ability to possesses the motivation to succeed in a challenging yet rewarding environment
• Ability to work effectively as part of a team
• Demonstrated strong customer focus

81871 | Underwriting | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Great to have you on board. Let's care for tomorrow.