Complaints and Dispute Manager, Pacific

Sydney, NSW
Permanent
Full-time

24 days ago

#LI-JC1At AIG, we are reimagining the way we help customers to manage risk. Join us as Complaints and Dispute Manager of the Pacific region (Australia and New Zealand) 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 OperationsAs 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 impactWe are seeking a Complaints and Dispute Manager to oversee the resolution of customer complaints across our Pacific operations. In this role, you will lead a team of dispute resolution 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 dispute resolution specialists and subject matter experts, 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.
Analyse complaint trends and provide subject matter expertise to help management understand the root cause of complaints and develop remediation plans to prevent future occurrences.
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.
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.
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.
Understanding of the Australia and New Zealand complaint handling Regulatory requirements, including the practices and principles of the applicable regulators.
Experience in developing, implementing and monitoring complaint handling frameworks 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.
Skilled in analysing complex dashboard data to identify trends, root causes, and emerging issues. Able to translate key performance Indicators (KPIs) and complaint metrics into actionable insights to drive operation improvements, enhance customer experience and support regulatory reporting.
Exposure to product governance and customer vulnerability frameworks.
Bachelor’s degree or relevant tertiary qualifications preferred.
Self-motivated, collaborative leader with minimum 5+ years’ experience in senior leadership position.

Ready to make a bigger impact? We look forward to reviewing your application.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 mattersAt 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 bring peace of mind to you and your family.Reimagining insurance to make a bigger difference to the worldAmerican International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.Welcome to a culture of inclusionWe’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to .Functional Area: CP - ComplianceAIG Australia Limited

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