Complaints Team Manger

Are you a motivated and results-oriented professional with a commitment to fairness and quality? Join our team as a Junior Manager in the Market Conduct (Complaints) Department at a leading motor insurance provider. About the Market Conduct Department: The Market Conduct Department is dedicated to upholding client satisfaction by serving as an impartial adjudicator to ensure fair and equitable resolutions for all complaints. Our mission extends beyond resolving issues as we actively collaborate with other departments to implement corrective action projects that enhance our services.

As a key representative of our brand’s integrity and values, the department is committed to delivering efficient turnaround times, professional service, and just outcomes. Duties & ResponsibilitiesCore Responsibilities: Leading a team of junior staff Ensuring consistency in quality and inputs across teamsMonitoring inputs and conducting quality reviewsIdentifying prevention measures and conducting corrective action reviewsManaging OSTI and engaging with claims decision-makersOverseeing performance management and trainingIdentifying in-person red flags and managing departmental projectsMonitoring Rhythms and Routines in the function and managing queuesReporting Duties:

Providing daily stats and exception reportingConducting corrective action reporting and complaint reportingDelivering performance reporting (KPI)Desired Experience & QualificationCandidate Requirements: Non-Negotiable: Completed Degree is essential, preferably LLB or BCom LawPrevious staff team leading / supervising or management experience. Experience in Client Service, Claims or ComplaintsProficiency in MS OfficeGood drafting skillsTeamwork orientedDriver of resultsExcellent time management skillsAttention to detailNegotiable: Legal backgroundExperience with OSTIExperience with external Service ProvidersSeniority LevelAssociate IndustryFinancial ServicesLegal ServicesInsurance