Complaint Analyst | NSW - Sydney

Job reference number: ALL/EXT/1384207

When you work at Allianz, you're part of a strong global insurer, helping to protect over 3 million Australians. We value diverse thinking, so your ideas and innovative mindset will be warmly welcomed. You'll experience a friendly environment working with talented people, where you'll be included and have your capabilities recognised. And you'll be supported to reach your full potential and enjoy an enriching career.

About the Role:

An exciting opportunity has arisen for a Complaints Analyst to be appointed within our Corporate Governance & Conduct Division, located at our Market Street, Sydney CBD office.  Initially with a project focus this role will be integral to the set-up of a newly created team and instrumental in contributing to process, system and documentation design.

Reporting to the Senior Manager, Complaints Management this role will be responsible for supporting the Complaints Management Framework by monitoring, analysing and reporting on complaints related matters, and supporting the business as they manage complaints.

The position holder evaluates data from Allianz Australia systems to understand systemic risks or complaint trends, undertaking root cause analysis and providing insights to the business to assist with timely remediation and solutions to customer issues.

In addition the Complaints Analyst will own the system administration activities for the Complaints Management Framework.

Key Role Objectives:

  • Support the development of Allianz Australia's complaints policies and procedures.
  • Source data from internal and external sources to research complaints needs and trends and generate insights regarding implications for the Complaints Management Framework
  • Analysis including root cause analysis, identification of trends and insights, and monitoring complaint management quality and compliance.
  • Produce standard and ad hoc reports ensuring that insights are communicated clearly and disseminated to all key stakeholders
  • System administration including system access and hierarchy, and workflow changes.
  • Provide Complaints Management Framework training and support to internal stakeholders and users.
  • Work collaboratively within the Division and across Allianz to support continual improvement in corporate conduct, compliance and culture.

About You:

The successful applicant will be an enthusiastic and results driven individual, possessing the following experience and skills:

  • Experience with Excel, Visio & Microstrategy
  • Strong written and verbal communication skills
  • Excellent problem solving and prioritisation skills with the ability to work independently
  • Proven quantitative and qualitative data analysis skills
  • The ability to generate commercial insights by integrating various data sources and analysing data sets
  • High attention to detail

What's on Offer:

This role will present an exciting opportunity to join a global iconic insurance organisation, which is transforming through an exciting time of change and growth.

A competitive remuneration package including an excellent employee benefits and discounts program awaits the successful applicant, as does a supportive culture and leadership team.

A supported learning, development and career planning pathway also await you.

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