Morgan McKinley is partnering exclusively with a Global Insurance Provider who uphold an excellent reputation in Australia. The client is looking for a highly experienced Deputy Manager to cover Australian and New Zealand markets for wholesale and retail customers. You will oversee a high performing North Sydney team and report directly into the Head of Complaints and Customer Resolution for ANZ.
Your focus in this role will be to cover the Complaints and Customer Resolution business unit, with a goal of improving customers experience and satisfaction along with engaging with regulatory bodies across Australia and New Zealand to ensure compliance is upheld.
In this diverse role, you will be engaging with senior stakeholders to discuss complaint trends, develop and implement QA standards across the complaints handling process, ensure service levels are met and work closely with the Head of CCR to report on business improvement initiatives; customer feedback and systemic incidents or breaches. You will be heavily involved with third party organisations who manage complaints on behalf of the client to monitor their compliance and regulatory frameworks.
Alongside your operational and stakeholder duties, you will also be integral to the CCR Team's success by managing the performance of staff, training and motivating, providing constructive feedback and identifying talent for succession planning as this company fosters a culture of inclusivity and internal progression.
Responsibilities:
- Management and Compliance: Support the effective management of the CCR function, ensuring alignment with internal frameworks and compliance with regulatory requirements such as GICOP, Fair Insurance Code and ASIC RG 271.
- Quality Assurance and Development: Develop and implement QA standards, conduct regular audits, and provide feedback to case analysts to ensure professional and regulatory-compliant responses.
- Complaint Trends and Improvements: Collaborate with senior management and business units to identify complaint trends, incidents, breaches or issues, and opportunities for business improvement, reporting findings as necessary.
- Customer-Focused Approach: Promote a customer-centric culture in complaint handling and foster improvement initiatives through regular engagement with internal and external stakeholders.
- Liaison and Oversight: Work with external providers, regulatory bodies (AFCA and FSCL), and internal compliance teams to ensure quality, address breaches, and support remediation programmes when needed.
- Management: Foster a high-performing, inclusive, and collaborative team environment by motivating staff, leveraging diverse capabilities, providing feedback and development opportunities, identifying and nurturing talent, ensuring succession plans, and partnering with HR to recruit and train effectively.
Skills & Experience:
- Hold a minimum of 3 years experience across Insurance within a legal, complaints or resolutions role, preferably having worked on complex cases or claims.
- A degree in law is essential.
- Knowledge of relevant legislation and laws across Australia and New Zealand such as AFCA, Fair Insurance Code and the General Insurance Code of Practice.
- Prior experience managing a diverse team.
- Excellent stakeholder management with the ability to present to senior management, the board or external stakeholders.
- Exceptional organisational skills with attention to detail and the ability to work to multiple deadlines.
In return, you will join an industry leading organisation where you will work directly across the retail and wholesale policy complaints in Australia and New Zealand, building key relationships and managing a successful team. With opportunities for continuous learning and professional growth, a flexible hybrid working model and a collaborative, supportive team environment.
To apply for this role, please click the link otherwise please reach out to Hannah Sykes.
