Title:  DA Complaints Manager

Together, we engage with everything we have and are, to help humankind act braver and better.

About Great Lakes Insurance SE

As specialty provider of primary insurance services, Great Lakes Italian Branch (“GLIT”) is a substantial part of Great Lakes Insurance SE, within the Munich Re Group. Great Lakes Insurance SE operates from its headquarters in Munich, and via branch offices in UK, Ireland, Switzerland, Italy and Australia. 

In our Italian Branch we are looking for a

DA Complaints Manager to be responsible for the proper and timely management and monitoring of complaints. She/He will join the Complaint Management Function and coordinate with third parties to ensure compliance with IVASS regulation. She/He will work closely with the Head of Great Lakes Italian Branch, Complaint Management Team, Agency Business Manager and relevant stakeholders to handle, supervise and monitor complaints, particularly for the Motor and Property sector. The role requires understanding of the Italian legal and insurance regulatory environment and knowledge of the local industry and insurance markets.

Your Job 

·    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. 

·    Advise on complaint related matters during the due diligence of new business proposals and review audit findings of existing business for adherence to Italian complaint related regulation. 
Establish positive working relationship with internal and external stakeholders.

·       Coordinate investigate & answer complaints in-line with IVASS regulations & guidance. Escalate issues to the Head of GLI as required.

·       Manage the entire E2E complaints handling processes, including analysis of data and root causes.

·   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.

Your Profile

·    University degree in Law or equivalent

·    About 7 years primary insurance experience, ideally with background in delegated authority business.

·    Good knowledge of Microsoft Office (Word, Excel & PowerPoint).

·    Organized, self-motivated, 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, German is a plus.

About Us

At Munich Re Group, Diversity, Equity, and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing the power of DEI is at the core of who we are. We recognize diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed. 

If you are excited about this role but your experience does not align perfectly with everything outlined, or you don’t meet every requirement, we encourage you to apply anyway. You might just be the candidate we are looking for!

For this selection process we are supported by See True Partners (brand of W Executive s.r.l.)