Senior Manager, Complaints Excellence
Sydney, NSW, AU, 2000
At Allianz, we’re proud to be named one of the Best Workplaces in Australia 2025 and a Great Place to Work. As a leading global insurance and asset management brand, we prioritise care for our customers, the planet, and each other. We hire the very best people to further our commitment to caring and securing the future for our customers.
We offer an inclusive workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility. Join us and share your ideas, be inspired, give back to the community and feel proud to be a part of an organisation doing meaningful work that matters while supporting sustainability, mental health, and well-being.
Let’s care for tomorrow, so we can create a better future together, for everyone.
The Senior Manager, Complaint Excellence, is a strategic leader responsible for developing and executing a comprehensive strategy for complaint management at Allianz. This role emphasizes continuous improvement, quality assurance, technical excellence practices, and a strong focus on enhancing the customer experience. The Senior Manager will work across the enterprise, collaborating with various business units to implement innovative solutions and best practices that drive excellence in complaint handling and complaint reduction.
About the role
- Collaborate with the GM, Customer Relations, and leadership team to develop and implement a strategic plan for complaint management that aligns with Allianz's objectives and regulatory requirements.
- Prepare key papers and presentations for the Senior Management Team and Board, offering insights and recommendations on complaint management strategies and outcomes.
- Develop customer-centric initiatives and strategies to proactively address customer needs, reduce complaints, and enhance satisfaction, supported by metrics and KPIs.
- Build strong cross-functional relationships to collaboratively reduce complaints and improve the customer experience across various business units.
- Drive quality assurance standards and refine complaint investigation practices to ensure thorough analysis, resolution, and improved response quality, leveraging data analytics for strategic insights.
About you
- Demonstrated ability to foster cross-functional collaboration and align business objectives with company strategy, processes, and values.
- Strong leadership skills in managing cross-functional initiatives, coordinating diverse teams, and ensuring accountability and alignment with company goals.
- Exceptional executive-level writing and communication skills for conveying complex information to senior leadership and stakeholders.
- Extensive experience in complaint management and customer service, with a focus on strategy development, continuous improvement, and regulatory compliance in the insurance industry.
- Proven analytical and critical thinking skills to interpret data, identify trends, and develop informed solutions.
- A passion for leveraging emerging technologies to stay ahead in a rapidly evolving digital landscape.
- Inclusive Culture: Join a supportive, open-minded team focused on customer outcomes, bringing your authentic self to work every day!
- Work-life balance: Enjoy our flexible, hybrid work arrangements, and tailored workplace adjustments, where possible.
- Career Development: Access mentoring, development and global mobility opportunities for growth and success, including access to over 10,000 learning resources.
- Financial and Well-being Perks: Enjoy discounts on Allianz products, retail, tech, and travel, plus financial wellness initiatives and the Employee Share Purchase Program- own a piece of your employer!
- For more details about our benefits, visit the Allianz Careers site.
About Allianz Group
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.
At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter and nurtures a culture grounded in integrity, fairness, inclusion and trust.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
Adjustments and support
If you require any support and adjustments to participate equitably in our recruitment process, we encourage you to reach out to careers@allianz.com.au for a confidential conversation.
Join us. Let’s care for tomorrow. www.allianz.com.au/careers
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