Senior Manager - Customer Resolutions

Tower; Auckland; Hybrid; NZD 150,000 - 230,000; Full time

Benefits offered by this job

26 weeks parental leave

Birthday day off

22 days annual leave + buy-up

Wellness leave

Career growth

Flexible working

Office in Auckland

Discounts on Tower products

Life insurance

Job summary

Tower in Auckland is seeking a Senior Manager, Customer Resolutions to lead and shape how we manage complex complaints, disputes and escalations across the business with a focus on fair customer outcomes and strong governance.

You will set the strategic direction for complaints management, oversee Tier 2 and Tier 3 resolutions, and partner with the Executive Leadership Team to identify customer harm and systemic issues using data insights to drive action and improvement.

Qualifications

• Experience in complaints, customer resolutions, and dispute management.
• Understanding of conduct risk and customer fairness obligations.
• Ability to lead a function and set clear expectations in a complex environment.

Responsibilities

• Lead Tower’s Customer Resolutions function and oversee Tier 2 and Tier 3 complaint resolution activity.
• Provide insights on complaints trends, customer harm and systemic issues to the ELT.
• Ensure complaints policies and governance meet regulatory expectations.

Skills

Complaints management

Customer resolutions

Dispute management

Conduct risk

Stakeholder management

Executive reporting

Job description

As a proud Kiwi born and bred insurer, we pride ourselves in challenging status quo - and move fast to make things happen. We're here to create beautifully simple, rewarding experiences for our customers and communities, and we're working hard to protect the future of Aotearoa.

At its heart, insurance is about helping people through the unexpected. Doing what's right for our customers - especially in tough times - gives real purpose to our work.

As our Senior Manager, Customer Resolutions, you’ll lead Tower’s Customer Resolutions function and help shape how we manage complex complaints, disputes and escalations across the business. This is a role where fair customer outcomes, strong conduct and clear governance sit at the heart of the work.

You’ll set the direction for complaints management at Tower, lead the Customer Resolutions Lead, and oversee Tier 2 and Tier 3 complaint resolution activity. Working closely with the Executive Leadership Team and teams across the business, you’ll use complaints insight, data and trend analysis to identify customer harm, conduct risk and systemic issues, and help drive the action needed to improve outcomes.

Your day-to-day would look like:

In this role, you’ll bring judgement, structure and confidence to complex and sensitive customer matters. You’ll balance customer fairness, regulatory expectations, conduct, commercial considerations and Tower’s reputation, while making sure complaints are managed in line with the right policies, standards and requirements.

• Lead the strategic roadmap, governance and performance of Tower’s Customer Resolutions function.
• Provide trusted advice, insight and constructive challenge to the Executive Leadership Team on complaints trends, customer harm, conduct risk and systemic issues.
• Oversee complex, high-risk and sensitive complaints, disputes and escalations, including Tier 2 and Tier 3 complaint resolution activity.
• Use complaints data, thematic reviews and customer insight to identify root causes, reduce repeat issues and support better customer outcomes.
• Keep Tower’s complaints policies, processes, frameworks and governance routines fit for purpose, consistently applied and aligned to regulatory expectations.

To thrive in this role, you'll need:

You’ll bring significant experience in complaints, customer resolutions, dispute management, claims resolution, conduct, risk or customer operations within insurance or financial services. You’ll be comfortable working with complex issues, advising senior leaders and using data-led insights to turn customer feedback and complaint’s themes into meaningful business action.

• Strong knowledge of complaints management, dispute resolution, regulatory expectations and customer fairness obligations.
• Proven ability to lead a function, build capability and create clear expectations in a complex operational environment.
• Highly developed judgement and decision-making skills, especially when balancing customer, legal, reputational, regulatory and commercial considerations.
• Strong stakeholder management and influencing skills, with the credibility to advise, challenge and secure action across senior stakeholder groups.
• Excellent written and verbal communication skills, including executive reporting, governance papers, recommendations and decision records.

We invest in you.

We're serious about looking after our people. Along with a competitive salary, we offer a bunch of perks and benefits to support you and celebrate the work you do:

• 26 weeks of paid parental leave for the primary carer and 4 weeks for partners
• A paid day off on your birthday
• 22 days annual leave, plus two extra annual leave days and the option to buy up to eight more
• Wellness leave
• Career growth and internal progression opportunities
• Flexible working and a beautiful, modern office in Auckland
• Discounts on Tower insurance products
• Free life insurance