Complaints Manager (mf/d)* in München bei Great Lakes Insurance SE

Complaints Manager (mf/d)* (m/f/d)

Company
Great Lakes Insurance SE
Location
Munich , Germany

As a specialty provider of primary insurance services, Great Lakes Insurance SE (GLISE) is an integral part of the Munich Re Group and an important enabler for primary insurance business. Our primary insurance out of reinsurance (PIRI) strategy is to seize opportunities closely connected to our core reinsurance business.

This role is responsible for the complaint handling standards and reporting for Great Lakes Germany and its European third country branches including were outsourced through delegated authority. They will join the Complaint Management Function and coordinate with the Great Lakes (Italian) Complaint Administrator and monitor the performance of complaint outsource service providers across multiple European jurisdictions, to ensure complaints are answered according to local regulation. They will report into the Head of Operations and may deputise for the UK Complaint Manager on occasion.

YOUR JOB

• Leading the daily operations of the EU complaint management function
• Reviewing and signing complaint investigations and responses as the responsible complaint manager for Great Lakes Italian branch
• Assessing, monitoring & overseeing the complaint handling practices of EU outsource service providers
• Perform root cause analysis to identify systemic issues and take action to remediate findings to reduce complaints
• Using complaint system functionality & reporting suite to produce meaningful and measurable insights
• Managing relationships with and respond to any European alternative dispute resolution services
• Producing complaint reports required for European regulators
• Advising on complaint related matters during the due diligence of a new business proposals and review audit findings of existing business for adherence to EU complaint related regulation. Contribute to regular outsource service provider reviews.
• Establishing positive working relationship with outsource providers who have delegated authority to handle Great Lakes complaints and support the business in achieving effective complaints management practices for those third parties.
• Ensuring complaints for the Great Lakes Italian Branch, are coordinated investigated & answered in-line with IVASS regulations & guidance. Escalate issues as required.
• Monitoring complaint volumes and perform root cause analysis and record and collaborate with third parties to remediate recurring issues leading to complaints.
• Monitoring complaint Key Performance Indicators, set appropriate tolerances and collaborate with colleagues to communicate key insights to internal and external partners.
• Collaborating with key stakeholders to prepare and submit timetabled complaint reporting for IVASS (Italy) & BaFin (Germany).
• Revising policies, procedures and guidance to maintain compliance with regulations and standards of complaints management.
• Supporting the UK Complaint Management Manager when required.
• Responsible person in regards of complaints and face the Italian or German regulator

YOUR PROFILE

Technical fit:

• University degree
• Ideally primary insurance experience, ideally with background in delegated authority business
• Excellent skills in project management
• Experience with the Italian and German regulator
• EIOPA and IVASS complaint and conduct standards knowledge. Insurance (or Financial Service) complaint handling and customer contact experience
• Desirable: FCA (UK) complaints and conduct standard knowledge

Leadership fit

• Experience in staff management, excellent leadership and management skills
• The ability to prioritize and work to deadlines
• High level of independent working skills
• Exceptional Interpersonal skills

Strategic fit:

• Passion to perform and willingness to take on responsibility; high level of commitment, team spirit, and an integrative personality
• High degree of customer orientation; willing to drive new things
• Fluent German, Italian and English speaking & writing
• Willingness to travel

About us

As the world's leading reinsurance company with more than 11,000 employees at over 50 locations, Munich Re introduces a paradigm shift in the way you think about insurance. By turning uncertainty into a manageable risk we enable fundamental change. Join us working on topics today that will concern society tomorrow, whether that be climate change, major construction projects, medical risk assessment or even space travel. T