For our client, a specialty provider of primary insurance services, we are seeking a DA Complaints Manager who will be responsible for the proper and timely management and monitoring of complaints. The person will join the Complaint Management Function and coordinate with third parties to ensure compliance with IVASS regulation. The role will involve close collaboration with top management, the Complaints Team, the Agency Business Manager and other key stakeholders, with a particular focus on the Motor and Property sectors.

This position requires strong knowledge of the Italian legal and regulatory framework in the insurance industry, as well as familiarity with local insurance markets.

The resource will be responsible for the following activities:

• Revise policies, procedures and guidance to maintain compliance with IVASS regulations and standards of complaints management;
• Monitor KPIs and prepare reports for internal stakeholders and IVASS;
• Provide advice on complaint-related matters during due diligence of new business proposals and review audit findings of existing business for compliance with local complaint regulations;
• Build and maintain effective relationships with internal and external stakeholders;
• Coordinate, investigate and answer complaints in line with IVASS regulations and guidance. Escalate issues to top management as required;
• Manage the full end-to-end complaints handling process, including root cause analysis and data assessment;
• Involve concerned departments and/or Intermediaries and/or third-party providers when relevant and useful for the management of the Complaints;
• Provide final responses to complainants as per authorization level.

• University degree in Law or equivalent;
• About 7 years of experience in primary insurance, ideally with a background in delegated authority business;
• Good knowledge of Microsoft Office (Word, Excel, PowerPoint);
• Organized, self-driven, proactive and able to work under time pressure;
• Solutions oriented and keen to improve processes;
• Experience with the Italian regulator;
• IVASS complaint and conduct standards knowledge;
• Strong report writing and communication skills;
• Italian and English speaking & writing.

Location: Milan

L’annuncio è rivolto ad ambo i sessi (D.lgs n. 198/2006) e nel rispetto di quanto disposto dall’art. 10 del D.Lgs n. 276/2003. I candidati sono invitati a leggere l’informativa privacy https://www.wexecutive.eu/privacy-policy ai sensi dell'art. 13 e art. 14 del Regolamento UE 2016/679 sulla protezione dei dati. Aut. Min. Prot. R.0000155 del 31/12/2021.