Natural Disaster Response Manager
3 days ago
**What will you be doing?**
Reporting to the Head of Claims and as a member of the Claims Leadership Team, you will lead the Event Response to create beautifully simple and rewarding experiences for our customers at a time of an event that ensures mínimal impact on our BAU claims service.
The purpose of this position is to contribute to the success of Tower by delivering world-class capability and excellence across our Natural Disaster claims management for Tower in NZ and the Pacific.
As Tower is an agent for EQC, you will be the key relationship manager and represent Tower on the RLGG committee and the business lead for ensuring Tower is compliant with the NDRA. You will manage CEQ overcap claims, EQC and Cat Event claims, building our knowledge and response across all large events, EQC or weather-related**.**
**What you'll need**
Your confident, engaging manner and excellent interpersonal skills will enable you to quickly build effective working relationships across all levels.
**To be successful in this role, you will also be able to demonstrate the following**:
- Represents Tower at EQC working groups to continue to develop the relationship and ongoing customer improvement initiatives
- Complete quality audits on claims and calls to meet EQC requirements and manuals, FIC and other regulatory requirements
- Remain up to date on legislative requirements and EQC requirements for the claims handled on behalf of EQC
- Build and maintain an event response plan which allows the team to scale up as an event requires
- Act collaboratively with Team Leaders, Claim Services, EQC, ICNZ, IFSO and other members of Tower to implement the organisations business and strategic objectives
- Deliver on-going improvements that positively impact the claims Net Promoter score
- Monitor and ensure timely and effective resolution of customer feedback, complaints and issues and assess root cause to implement improvements
- Ensure all customer interactions are in line with the Fair Insurance Code and any breaches are recorded and escalated
**What we'll bring to the table**
In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.
**Highlights include**:
- A paid day off on your birthday, as well as two extra annual leave days every year and the option to buy an additional eight days of leave. So up to six weeks off
- Wellness leave instead of sick leave so you can proactively look after your health and wellbeing before you get sick
- Flexible workplace opportunities at our beautiful new Fanshawe St office
- Discounts on Tower insurance products of up to 50%
- Free Life Insurance of up to four times your annual base salary
- Paid parental leave top up for 12 weeks
- Retail deals and discounts
- Genuine career pathways and development opportunities both in our contact centres as well as Tower-wide
**Why you'll love working with Tower**
At Tower, we put our people first and pride ourselves on creating a diverse and inclusive space that provides opportunities for everyone to thrive. As a uniquely Kiwi and Pacific insurer operating for almost 150 years, with roots all the way back to Dunedin, we embrace and encourage our people to bring their whole selves to work.
We celebrate all ages, genders, sexual orientations, races, religions, and anything else that helps to make our people special. We are proud holders of the Rainbow Tick which is an important symbol for us.
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