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| POSITION DESCRIPTION | GENERAL INSURANCE INDUSTRY NOVEMBER 2008 |
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Dispute Resolution Team Leader |
| Position Code: | 1375 | | Career Level: | 4 |
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Responsible for
Managing the complaints and disputes process across the organisation through the effective management of the Team. |
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Reports To
Compliance Manager; General Manager. |
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Supervises
Complaints & Disputes Resolution Officers. |
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Main Activities
Drafting recommendations on improvements to minimise recurrence of similar Disputes in the future.
Preparing monthly statistics on complaints and Disputes information.
Managing the work flow of the Complaints and Disputes Resolution Officers to ensure the timely and accurate response to all internal complaints.
Managing the timely and accurate response to all external disputes from the IEC.
Keeping accurate and comprehensive statistics and records relating to all complaints and disputes.
Preparing the IEC annual report.
Identifying and implementing ‘best practice’ and process improvements to reduce expenses and manage complaints effectively and efficiently.
Ensuring all the organisation's employees understand the Dispute Resolution process, including the production and provision of appropriate materials.
Ensuring the team complies with the organisation's obligations under the law and the General Insurance Code of Practice.
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Key Skills
Working knowledge of Australian Standard on Complaints Handling (specifically AS4903), risk management processes and analysis of systems and processes.
Excellent knowledge of breach management and escalation processes, complaints handling and monitoring and reporting process.
Strong interpersonal, communication and negotiation skills with excellent report writing skills.
Strong time management skills.
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Internal Contacts
Compliance; Legal; Claims. |
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External Contacts
IEC; Clients. |
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Typical Experience
5+ years experience in a professional, corporate or commercial Dispute Resolution role, coupled with relevant qualifications. |
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