Consumer Incident Resolution Manager

At Allianz, we care for all the things that make you, you. For feeling like you belong. For a place where learning never stops. For growing new skills and opening up exciting possibilities. For your curiosity to thrive and help transform an industry. And when life twists, there's flexibility for balance and the support you need. We know that flexible work comes in different forms, that's why we're embracing hybrid teams - enabling employees to maintain a balance of working both in the office and remote, supporting the needs of both the business and individual. So, come and share your ideas, give back and feel proud to be part of a company doing work that matters across climate change and mental health. Let's care for everyone's tomorrow so we can create a better future together.

**Consumer Incident Resolution Manager | Flexible locations (Hybrid working)**
- **Feel empowered to make a positive impact**:

- **Be part of a team that believes everyone matters**:

- **Feel valued for all that you bring and do**

**What if you could turn your job into a career with purpose?**

We have an exciting opportunity for an Incident Resolution Manager to join our organisation. Working closely with a variety of different business units and stakeholders, you will be responsible for leading a team and overseeing end to end management of Risk and Compliance related matters to ensure Allianz and the broader business meets the expectations of our customers, our business and our regulatory obligations.

As an Incident Resolution Manager, your focus in addition to leading, coaching and mentoring a successful team of Supervision and Monitoring Specialists will be to be manage workload prioritisation to successfully ensure alignment with AAL policies, frameworks and standards.

**You'll be responsible for**:

- Leading, coaching and mentoring team members to continuously develop capability and build a high performing, collaborative and engaged team that is driven to achieve successful outcomes
- Regularly meeting with Accountable Business Owners to update on incident management progress recommending appropriate rectification and remediation activities ensuring these are implemented and monitored to guarantee quality criteria are met.
- Acting as a technical lead to ensure changes to processes and systems are robust and efficient and lead to reduced incidents.
- Proactively identify and develop a network of relevant stakeholders to drive appropriate incident management outcomes.
- Reviewing incident reporting to identify bottlenecks or blockers that slow the remediation and rectification of incidents and suggest improvements.
- Facilitating action planning and implementation of improvements to address weaknesses articulated in risk and incident issues owned by consumer
- Understanding customer insights and feedback. Leading delivery on the strategy and plan that puts the best interests of our customers at the heart of everything we do.

**Important to your success**:

- Possess excellent attention to detail
- Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands
- Excellent verbal and written communication skills, capable of communicating with clarity, impact and influence
- Proven ability to manage negotiations to ensure favourable commercial and financial outcomes, whilst ensuring mutual agreement between parties is achieved.
- Proven analytical and critical thinking capability to analyse and interpret a range of data, identify patterns, trends and links that form judgements and solutions and make recommendations for remediation and control activity.
- Understanding of insurance laws, legislation, regulations and prudential standards

**What's on offer?**
- Learn through being supported and encouraged to take on new challenges that will help you to develop new skills
- Feel supported to give something a go - try different things, take on new responsibilities and explore opportunities
- Experience a culture where everyone belongs and new ideas are embraced
- As we embed a customer-focused strategy across everything we do, you'll have an opportunity to drive innovation and real change that delivers a tangible and meaningful impact on our people, our customers and our community

**About us**

Allianz 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 do this through delivering a great customer experience that is the result of appreciating each other every single day, showing heart by really listening and seeing things from the perspective of others by always asking, "how can I help?".

Allianz is committed to enabling a culture where inclusion is embedded, ever