Complaints Manager (m/f/d*) - Great Lakes Italy

Are you looking for a senior role where you can make a real impact on customer protection, regulatory compliance and operational excellence?

Great Lakes Insurance SE is a specialist provider of primary insurance services within the Munich Re Group. As part of one of the world’s leading reinsurance groups, Great Lakes combines a strong regulatory and compliance framework with international expertise, supporting sustainable growth and high‑quality service standards across European markets. The Italian branch plays a key role in ensuring compliance with local regulations while delivering operational excellence and customer‑centric solutions.

As Complaints Manager, you will be responsible for the operational coordination of the Complaints Team in Italy, ensuring compliance with regulatory requirements, efficient handling of complaints and high‑quality reporting, while acting as a reference point for complex cases, stakeholders and management and contributing to the continuous improvement of complaint processes and team performance.

Your Job

• Take full operational ownership of the Complaints function in Italy, ensuring effective coordination, performance and regulatory compliance of the Complaints Team.
• Lead and oversee all day‑to‑day operational activities, including continuous monitoring of dedicated email inboxes and supervision of workloads related to complaints, requests from authorities and the Insurance Arbitrator.
• Ensure full and timely compliance with IVASS regulations, proactively managing deadlines, escalations and reminders to intermediaries and agents.
• Act as senior escalation point for complex, sensitive or high‑risk complaint cases, providing guidance and decision support to the team.
• Drive the onboarding, coaching and development of team members, ensuring high quality standards and full integration into complaints management processes.
• Act as subject‑matter expert and point of reference for complaints‑related tools and reporting systems (e.g. Modus, Power BI and similar).
• Take responsibility for the definition, monitoring and achievement of key performance indicators (KPIs) and service levels.
• Prepare, validate and coordinate half‑year and annual IVASS reporting, ensuring accuracy, consistency and regulatory alignment.
• Provide high‑quality reporting and insights to senior management, internal stakeholders and Group functions.
• Actively manage relationships with intermediaries and external stakeholders on operational and regulatory topics related to complaints handling, processes, reporting and data exchange.
• Serve as primary interface for internal stakeholders, including Internal Clients, EU Complaints, Operations Management, Conduct Team and Audit functions.
• Act as a key stakeholder within the matrix organisation, contributing to governance, continuous improvement initiatives and strategic decisions related to complaints management.

Your Qualifications

• University degree in Law, Business Administration, Economics or a comparable field.
• At least 5–7 years of proven professional experience in complaints management, operations, compliance or a similar function within the insurance or financial services sector.
• Strong and hands‑on knowledge of regulatory and supervisory frameworks, preferably including IVASS requirements and complaint‑handling regulations.
• Demonstrated experience in senior operational roles, with responsibility for team coordination, functional leadership or end‑to‑end ownership of complaint‑handling processes.
• Proven ability to manage complex, sensitive or high‑risk cases, acting as an escalation point and trusted advisor to the team and management.
• Excellent analytical, organisational and decision‑making skills, with the ability to prioritise and deliver results in a highly regulated environment.
• Strong stakeholder management and communication skills, including interaction with intermediaries, regulators and senior internal stakeholders.
• High affinity with data, reporting and performance management; confident use of reporting and analysis tools (e.g. Power BI); experience with complaints management systems is an advantage.
• Fluency in Italian and English, both written and spoken.

Diversity, Equity & Inclusion:

At Munich Re, 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 recognise 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!  All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.