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SalaryChubb celebrates diversity by fostering an inclusive, flexible and equitable workplace. We support applications from all members of our community and equitable access to our employment opportunities. We are open to discussing workplace flexibility in all our vacancies, to ensure we can attract the best candidates and accommodate individual needs, differences, disabilities and working arrangements. Please let us know if you require any adjustments to the recruitment process so we can support you to present your best self.
Chubb is the world's largest publicly traded property and casualty insurance company. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. As an underwriting company, we assess, assume and manage risk with insight and discipline. We service and pay our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs approximately 40,000 people worldwide. Additional information can be found at: www.chubb.com.
Your Role
You will lead our Australia & New Zealand complaints team and ensure the efficient and effective operation of the Complaint & Customer Resolution (CCR) Service in resolving customers Complaints and disputes in compliance with Chubb's internal framework and regulatory requirements. You will focus on delivering a positive customer experience and sharing with the business opportunities identified in the course of investigating and determining Complaints and disputes.
You will engage with external stakeholders such as the Australian Financial Complaints Authority (AFCA), the Financial Services Complaints Ltd in NZ (FSCL), in relation to liaising on Complaints and disputes; third party providers who are managing complaints on behalf of Chubb; and internal stakeholders such as business unit managers and senior management in relation to complaint and dispute trends and business improvement opportunities identified by the CCR Service. You will also work closely with the Legal and Compliance team on any ASIC related matters and CCR matters that also constitute incidents or breaches.
Your Responsibilities
- Effective management of Chubb's CCR Service unit in line with Chubb's complaint handling and dispute resolution framework and policy and in compliance with RG271 and the General Insurance Code of Practice (GICOP) and Fair Insurance Code (FIC).
- Ensure the CCR Service meets internal and external KPIs and timelines.
- Provide quality input to senior management and business/support units in relation to business improvement opportunities identified in the course of investigating and determining Complaints and disputes.
- Regularly meet with business/support units to discuss improvement initiatives identified through the investigation of Complaints and disputes.
- Adopt a customer focussed approach to managing Complaints and disputes and promote this cultural approach throughout the organisation.
- Monitor and develop reporting for senior management and the board of directors on complaint and dispute trends, learning points and business improvement opportunities and identify and escalate any systemic incidents and breaches.
- Oversight and quality assurance in relation to the output of the CCR Service and investigate and implement customer feedback mechanisms.
- Liaise with third party providers who have been authorised by Chubb to manage Complaints and monitor their compliance with any internal or external regulatory requirements.
- Provide training and self-improvement opportunities for CCR Service staff by developing their skills, knowledge and experience.
- Liaise with AFCA and FSCL in relation to complaint and disputes matters
