Complaints Administrator

Aon exists to shape decisions for the better - to protect and enrich the lives of people in Aotearoa, and around the world. Our colleagues provide our clients in over 120 countries and sovereignties with advice and solutions that give them clarity and confidence to make better decisions to protect and grow their business.

In New Zealand, our brokers are locally available in over 70 communities around the country. Whether it’s personal, business, or Agri insurance - our brokers are real humans that are passionate about ensuring our clients are properly protected.

This is an office-based position located at Aon’s Head Office at the Aon Centre in the Commercial Bay precinct. **This is a Full Time, 12 Month Fixed Term role**.

**Aon is in the business of better decisions**

As an organisation, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed.

**The Opportunity**

As we look to continue the investment into our Complaints Management Process, a core functionality within Aon, we are currently seeking a Complaints Administrator to support our front-line team in capturing and resolving Complaints and enabling Aon New Zealand to adhere to the mandatory reporting framework.

As a Financial Services Licensee, Aon has an obligation to have an effective Complaints management system in place, which among other things requires Aon to establish and maintain controls designed to effectively mitigate risk present within its operating environment.

The role is an extension of Aon’s current complaints handling process, and you will play a key role that will be responsible for oversighting Complaints by driving and enhancing the Complaints Management Program.

**What the day will look like**:
You will have responsibility for leading your own workload and planning your day based on priorities.

The Complaints Administrator will have Super User access to ACM and will be able to perform the main tasks per below to support end users of the system:

- View and Delete all Complaints, Notes, Tasks and Documents (including confidential items) loaded to ACM.
- Update/Add new Notes, Documents to Complaints in ACM and change the confidentiality status.
- Handle the different statuses of the Complaints.
- Complete the process to de-activate users who no longer require access to ACM.
- Complaints Quality Assurance
- Daily review and monitoring of new, open, and closed cases and confirming actions needed to ensure the Complaints information is brought together and/or updated accurately and timeously.
- Assessment of complaints category nature with accurate classification.
- Ensure disclosure documentation have been provided to the complainant within prescribed period.
- Follow through with colleagues lodging complaints and Legal & Compliance team as necessary, ensuring process is followed for each complaint and regulated time limits are met.
- Report and work with Learning and Development team based on areas requiring training focus based with the findings with nature of complaints and taking forward preventative initiatives and process improvements.
- Extract relevant Data fields from ACM and Prepare regulatory reporting as required for the regulator in conjunction with Legal and Compliance team.
- Attend committee meetings as required and provide reporting specific to the committee.
- Ability to produce reports of findings and controls to be addressed with follow through implementation and closing out.
- Support Legal & Compliance with Complaint management, i.e. being the first point support for the ACM System Users, where possible and intervening to prevent issues to shorten resolution time;
**How this opportunity is different**

In this role you will have the chance to create a real difference through teamwork. You will be working with branch managers, brokers, legal and compliance team, learning and development team, operations team as well as senior leaders.

You will have complete ownership of your own workload and be responsible for the end-to-end management of the process. Through your experience and input you will be able to motivate change and have a positive impact on member and colleague experience. There is an opportunity for your ideas and opinions to be heard and to drive continuous improvement.

**Skills and experience that will lead to success.**

We are looking for someone to join our team who is excited about the opportunity to take full ownership for the end-to-end process as well as having the ability to make suggestions about opportunities for process improvement.
- Positive relationship management skills and the ability to collaborate effectively with partners.
- Time management skills, ability to prioritise, attention to detail and strong follow through.
- Good communicator, with an inquisitive mentality and confident to express own views and ideas.
- Proactive and self-motivated with a desire to take ownership and deliver soluti