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Salaryreate impact as a Systemic Issues & Complaint Prevention Manager
Join the largest insurance group in Australia and New Zealand.
Your Role
As a key member of the leadership team in our Customer Relations, Regulatory and Transformation area, you will be reporting into the Executive Manager, working closely to reinvigorate the customer experience by driving organisational focus on complaint insights to identify key complaint drivers and Systemic Issues. You will work with stakeholders across our Direct and Intermediated Divisions to turn insights into action and to improve customer experience and service offerings.
You will also design, implement and embed prevention and interception capabilities to prevent complaints from arising.
This is a permanent role open to candidates across all major cities in Australia.
About You
- Senior leadership experience in a large, complex organisation, preferably in the financial services sector or with a regulatory body
- Advanced understanding of the Australian financial services regulatory and external landscape as it relates to complaints and experience engaging with AFCA and/or ASIC
- Previous experience establishing and/or leading a Systemic Issues function within a large, complex organisation and leveraging relationships to influence change
- Experience with AI techniques to analyse large volumes of data to detect themes and potential Systemic Issues
- Experience in process design, implementation and change management
- Demonstrated commitment to improving customer experience
- A tertiary qualification (Bachelors or Advanced diploma) or relevant associated qualification.
ABOUT US
IAG is the largest general insurance group in Australia and New Zealand. We're also a tech and research facility, a hub for climate change experts and a centre of resilience design. We chat over coffee with customers, advocate for them in the corridors of Parliament and back them up in the community when life's moments hit hardest.
You'll know our brands - NRMA Insurance, CGU, WFI, ROLLiN', AMI, NZI, and State Insurance to name a few. Together they turn our IAG purpose of making your world safer into action by helping, supporting ambitions and making insurance accessible.
We celebrate unique viewpoints shaped by life experiences, cultures and passions. We expand careers, genuinely connect with community, lead with a powerful purpose and celebrate what makes you individual.
We're also guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses and communities. Collaborating on Indigenous-led solutions that enable growth, develop resilience and create meaningful change.
We're passionate about social issues, walk the talk on sustainability and strive to do more than standard on things that matter, including women in senior leadership, Indigenous empowerment and creating inclusive environments. We're committed to being a safe and supportive workplace for all our employees. We do this because we're ready for you.
All this shows up in what we offer:
- Grow your financial future with 13% superannuation as standard
- Access up to 50% off personal insurance, including home and motor insurance
- Flexibility through a program called MyFlex - supporting you to live life to the full
- Grow your career through dynamic secondments
- Keep your skills current and accredited with the IAG Academy portal
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