Company
Great Lakes Insurance SE
Location
Milan, Italy
Together, we engage with everything we have and are, to help humankind act braver and better.
About Great Lakes Insurance SE
As a specialty provider of primary insurance services, Great Lakes Italian Branch ("GLIT") is a significant part of Great Lakes Insurance SE, within the Munich Re Group. Great Lakes Insurance SE operates from its headquarters in Munich, with branch offices in the 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 in the Motor and Property sectors. The role requires understanding of the Italian legal and insurance regulatory environment and knowledge of the local industry and insurance markets.
Your Job
1. Revise policies, procedures, and guidance to maintain compliance with IVASS regulations and standards of complaints management.
2. Monitor KPIs and prepare reports for internal stakeholders and IVASS.
3. 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.
4. Establish positive working relationships with internal and external stakeholders.
5. Coordinate investigation and response to complaints in line with IVASS regulations and guidance. Escalate issues to the Head of GLI as required.
6. Manage the entire end-to-end complaints handling process, including data analysis and root cause identification.
7. Involve relevant departments, intermediaries, and third-party providers when necessary for complaint management.
8. Provide final responses to complainants as per authorization level.
Your Profile
1. University degree in Law or equivalent.
2. Approximately 7 years of primary insurance experience, ideally with a background in delegated authority business.
3. Good knowledge of Microsoft Office (Word, Excel, PowerPoint).
4. Organized, self-motivated, proactive, and able to work under time pressure.
5. Solutions-oriented and eager to improve processes.
6. Experience with the Italian regulator.
7. Knowledge of IVASS complaint and conduct standards.
8. Strong report writing and communication skills.
9. Fluent in Italian and English, German is a plus.
About Us
At Munich Re Group, Diversity, Equity, and Inclusion foster innovation and resilience, enabling us to act braver and better. We are committed to building a diverse workforce that values and celebrates differences across race, ethnicity, gender, sexual orientation, age, background, abilities, and beliefs. We strive to create an equitable and inclusive work environment where everyone has the opportunity to succeed.
If you are excited about this role but your experience does not perfectly align with every requirement, we encourage you to apply anyway. You might be the candidate we are looking for!
This recruitment process is supported by See True Partners (a brand of W Executive s.r.l.).
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