Overview
Allianz Partners has a vacancy for a Customer Feedback Lead for the ANZ business across all lines of our business. You will report to the Senior Manager, Risk, Quality & Control. The Customer Feedback Lead advocates for the customer, ensures appropriate standards are established in managing customer feedback and provides meaningful insights to drive improvements for both Australia and New Zealand.
Key Responsibilities
- Maintaining up to date on legislative and contractual requirements, ensuring full alignment and translating requirements into practical terms
- Monitoring adherence to customer feedback and complaints management commitments
- Leading BU-wide initiatives which advance the customer focus of the Australia and New Zealand Business Units
- Deriving actionable insights from customer feedback data and continuous feedback loops across the organisation
- Working with the Lines of Business to drive both tactical and strategic change
- Presentation of results at internal management forums
- Advocating for the customer in key projects and initiatives
- Setting standards and guidelines in managing customer feedback and providing input to tenders/ client contracts
- Maintaining overarching procedures and controls to ensure adherence of legislative and contractual requirements by front line operations teams
- Owning and managing the customer feedback guidelines and systems for AU and NZ
- Working with stakeholders to ensure customer feedback and complaints reporting is fit for purpose
- Preparation of Voice of Customer reports for Senior Management and the Board
- Represent Allianz Partners on external forums for Customer Insights and Experience related matters
Essential Criteria
Industry Experience
- Min 5+ years' experience in a Customer Experience related role such as customer relationship management and customer supporting roles, managing conflict resolution and customer feedback
- Proven experience in driving positive customer satisfaction and experience outcomes
- Supplementary qualifications in Business, IT or legal desired
- Experience in a Financial, Insurance, Assistance or Service industry preferred
People and Communication Skills
- Act as a leader and advocate for the customer
- Superior communication, influence and relationship building skills across all levels of the business
- Excellent stakeholder engagement and management with outstanding interpersonal and communication skills
- Proven written and verbal communication skills with the ability to clearly articulate messages for a variety of audiences
- Demonstrated report writing and presentation skills
Problem Solving & Decision Making Skills
- Ability to solve problems in a collaborative manner strategically and not just tactically to ensure better long term outcomes
- Ability to make decisions and put decisions into practical use
- Ability to interrogate a problem to find the root cause and develop solutions that solve the problem, not the symptoms
- Demonstrated ability to apply critical thinking as part of the problem solving analysis
Technical Skills
- Proficient analytical reporting skills with strong attention to detail
- Demonstrated project management or coordination skills
Professional
- Proven high level of professionalism, maturity and candor in daily work ethic
- Ability to work under pressure including the ability to achieve outcomes, prioritise work, meet deadlines, motivate staff, and retain personal motivation and tolerance
- Drive to achieve high levels of quality
- Demonstrated ability to be flexible and assured
- Ability to work autonomously and collaboratively
- Demonstrated behaviors of being approachable, affable and confident
- Motivated self-starter/learner, proactive and confident with the motivation to succeed in a challenging environment
- Ability to work effectively as part of a team
- Demonstrated strong customer focus
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Outstanding to have you on board. Let\'s care for tomorrow.
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đź“Ś Customer Feedback Lead
🏢 Allianz
đź“Ť South Australia