Senior Manager Customers Experiencing Vulnerability

Job Description

Allianz As an international financial services provider, Allianz offers worldwide products and solutions in insurance and asset management. The primary purpose of this role is to protect consumer and human rights by ensuring that Allianz conduct and business practices are fair, ethical, and trustworthy, particularly for customers experiencing vulnerability. About the role Accountability for the framework for the Gl Code of Practice provisions for Customers Experiencing Vulnerability (CEV), shifting our approach from compliance to one that is proactively enhancing community trust and improving our reputation. Leading the uplift of our CEV framework to meet evolving regulatory and community expectations, including delivering enhancements across our policy, products, processes, training, and CEV system. Enhancing the CEV governance and measurement framework to improve fairness, consistency, and customer outcomes. Working cross-functionally to embed customer advocacy and insights into the culture of AAL, accelerating customer obsession. Developing and enhancing community and industry relationships to understand and respond to community expectations, ensuring our practices are informed by lived experience. Delivering evidence-based thought leadership on key vulnerability-related issues to improve financial literacy and help customers better protect themselves. Advocating, providing Subject Matter Expert (SME) advice, and overseeing individual customer cases to ensure we are achieving fair outcomes based on individual customer circumstances. About you Tertiary qualifications in business, social sciences or similar or significant experience in a customer advocacy or social inclusion role. Strong understanding of the financial services regulatory environment relation to customers experiencing vulnerability (e.g. the General Insurance Code of Practice or Banking Code of Practice) including how to operationalise regulation. Demonstrated evidence of achieving consumer-advocacy related outcomes in a complex environment. A passion for making a difference for people across our employees, customers, and communities. Advanced ability to navigate complexity and ambiguity and provide pragmatic customer-focused solutions to meet stakeholder expectations and business needs. Adept at proactively building and maintaining professional relationships and networks to enhance community and industry positioning, exchange knowledge and elicit beneficial outcomes. Excellent verbal and written communication skills, capable of communicating with audiences at all levels with clarity, impact, and influence. Benefits and perks Inclusive Culture: Join a supportive, open-minded team focused on customer outcomes, bringing your authentic self to work every day! Flexible Work-Life Balance: Enjoy flexible and remote work options and workplace adjustments, with support for your work/life balance. Career Development: Access mentoring, development and global mobility opportunities for growth and success, including access to over 10,000 learning resources. Financial and Well-being Perks: Enjoy discounts on Allianz products, retail, tech, and travel, plus financial wellness initiatives and the Employee Share Purchase Program- own a piece of your employer! Join us. Let’s care for tomorrow. #J-18808-Ljbffr