Our client is seeking a seasoned professional to act as a senior representative for our client’s long-term insurance division, engaging with various Ombudsman offices and regulatory authorities. This role focuses on alternative dispute resolution, providing expert guidance on legal and risk management matters to internal stakeholders. The successful candidate will play a key role in ensuring effective, compliant responses to client concerns and maintaining positive industry relationships.

Key Responsibilities:

• Actively support our client’s culture-building and transformation initiatives, including staff engagement activities and surveys.
• Participate in corporate social responsibility programs to advance business objectives.
• Identify and recommend process, system, and policy improvements, supporting the rollout of new practices.
• Ensure all complaints are accurately logged in the CRM database, providing a clear reference for tracking and resolution.
• Maintain thorough documentation for each complaint by recording physical and electronic copies as needed.
• Drive improvements in client service by identifying process gaps and ensuring regulatory compliance.
• Work closely with business units to provide timely and satisfactory responses to complaints, monitoring progress to ensure optimal outcomes.
• Mitigate reputational and financial risks by addressing service gaps and compliance issues.
• Stay informed of relevant legislative updates and industry changes to ensure compliance and effectiveness in the role.
• Foster a growth-oriented environment by engaging in professional development and training to enhance skills and career growth.
• Share insights and knowledge with team members, maintaining a collaborative and informed workplace.
• Respond promptly to client and regulatory queries, ensuring accurate documentation, timely responses, and well-negotiated recommendations.
• Support claims processing by delivering necessary documentation and evidence for client claims.
• Develop and sustain effective relationships through workshops, forums, and regular updates on regulatory requirements.
• Engage proactively with the Ombudsman and regulatory bodies, ensuring timely and thorough responses to complaints to prevent penalties.
• Convey Ombudsman recommendations to the relevant business units, coordinating with unit managers to drive appropriate action.