- Fully utilise your expertise
- Leading global insurance organisation
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.
About the Role:Reporting to the General Manager, Customer Relations, you will lead Allianz's governance and monitoring approach for enterprise complaints handling through adherence to the Complaints Management Policy, associated enterprise frameworks, and driving improvements to ensure we continually enhance the complaints experience for our customers.Other key aspects of the role:
- Support with the development, implementation, and monitoring of the Customer Relations strategy and plan.
- Develop and implement governance frameworks, policies, and procedures to ensure compliance with regulatory requirements and industry standards.
- Establish and maintain effective governance structures, including committees, to drive accountability, transparency, and decision making.
- Monitor and assess risks and develop risk mitigation strategies relating to the enterprise management of complaints.
- Strengthen governance, risk management, internal control environment and Allianz's risk culture as it relates to disputes and complaints.
- Provide guidance and support to senior management and other stakeholders on governance matters.
- Lead and support the team with expert complaints technical knowledge and support to help the Centre of Excellence (CoE) grow and develop in its responses to customers.
- Develop, manage, and oversee the complaints quality assurance framework including the management of quality assurance for the CoE and improvement opportunities.
- Oversee and support complaints system support, improvements, and governance.
Important to your success:
- Significant experience working within the financial services sector with an excellent understanding of the laws, legislations, regulations and prudential standards impacting the insurance industry.
- Significant experience working within a risk and compliance environment including the development and implementation of controls, frameworks, and processes.
- Ability to navigate complexity and ambiguity and provide pragmatic commercial solutions to meet stakeholder expectations.
- Proven analytical and critical thinking capability to interpret a range of data, identify patterns, trends and links that inform judgements and solutions.
What's on offer?As we embed a customer obsessed strategy across everything we do, you'll have an opportunity to drive innovation and transformation that delivers a tangible and meaningful impact on our people, our customers and our community.Enjoy a high-trust culture that empowers you to use your skills and abilities to achieve a meaningful impact.Feel supported to give something a go - try different things, take on new responsibilities and explore opportunities.Be part of a team that's open-minded, supportive, approachable and genuinely focused on customer outcomes.To apply please follow the online links and attach your resume and cover letter. For a confidential discussion please contact Andrew Johnson, Manager People Attraction, Executive on +61 (0) 435 084 803Let's care for tomorrow. For a career with plenty of room to grow. Care to join us?#LI-AllianzAU.
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