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Compliance Team Leader Group Complaints


  • Dublin
  • Not disclosed
  • Permanent full-time
  • Updated 07/10/2017
  • HR
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Compliance Team Leader Group Complaints


  • Purpose of the Role


    Closing date: 20th October 2017


    This is an excellent opportunity to lead the Group Complaints Team in promoting a culture that focuses on positive customer outcomes through analytics and business intelligence in a vibrant and collaborative environment. We defy uncertainty by:

    • Putting customers first through business intelligence and analytics from complaints
    • Collaboratively managing Ombudsman complaints
    • Supporting regulatory adherence


    We help to provide a consistent and innovative approach to complaints. We’re passionate about being a voice for our customers, safeguarding our position with the Ombudsman and working together to manage complaints in the right way.


    The Person

    Are you passionate about positive customer outcomes? Do you want to work in an environment that actively inspires innovation? This role presents a unique opportunity to join a team that uses customer sentiment to motivate change in our business.


    You will be a highly customer centric person with an in-depth knowledge of the Consumer Protection Code, the financial service industry and have keen interest in innovation. MCC qualified (LCOI, CIP, APA) is preferable but not essential. Knowledge of Agile, Lean, Prince or Change management principals would be an advantage.


    You'll relish using your analytical ability to understand what our customers are complaining about. You will be naturally curious and use your investigative skills to seek the right outcomes for our customers. You will be a strong communicator and be able to convey clear and concise messages to senior leaders. You'll enjoy taking personal responsibility for your own workload, continually reorganising and prioritising to ensure our internal customers get the best service possible.


    With your strong work ethic and even stronger customer focus, you'll put yourself in our customer's shoes ultimately minimising the impact of potential conduct risk to the Aviva Ireland.


    Duties & Responsibilities

    • Improve the effectiveness of the Complaint Management Process and Principles across Aviva Ireland, focusing on complaints managed by the individual business units, across General Insurance/Life & Pensions through proper identification of Root Cause Analysis and corrective action.
    • Innovate how Aviva identifies, manages and prevents future complaints.
    • Highlight potential Conduct Risk to Aviva Ireland and where appropriate work with Business Units to seek solutions. Ensure that Aviva Ireland’s complaint process meets our regulatory requirements (CBI / CPC 2012) & minimise the risk of systemic breaches across the Business Units and Suppliers.
    • Lead all reporting outputs of team ensuring that they are high quality, concise and provide clear insights. In addition these should meet internal customer expectations.
    • Actively conduct complaints “Deep Dive Analysis” for appropriate businesses. Ensure accurate reporting of all findings from “Deep Dive Analysis” and reciprocally work with the appropriate business leadership team on action plans.
    • Lead the production of training material and deliver training to all Aviva Ireland staff in all locations.


    Skills & Experience required

    • Front-line complaint resolution experience and an understanding of/interest in complaint management theory
    • Strong MI & analytical ability
    • Critical Thinking
    • Experience in leading a team
    • Strong Social Skills
    • Previous experience working in Financial Services industry.



    • Defined contribution pension scheme with potential employer contributions of up to 14%
    • Generous holiday allowance
    • Approved Profit Share Scheme
    • Discounts on Aviva product range
    • Holiday Fund
    • Share Option Scheme


    Bring to Aviva what makes you different and we’ll support you to do the best work of your life. We encourage applications from everyone who wants to help us achieve our purpose of helping our customers to Defy Uncertainty


    We prefer all applications to be submitted online, however if you require an alternative method of applying please contact Louise Keogh in the Resourcing team on 00 44 1904 684111


Ref: R-56361
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