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Remediation Lead

30/04/2024
31/05/2024
Permanent - Full Time
Auckland - Fidelity Life House
Remediation

Reporting to the Senior Manager, Customer Remediation, the Remediation Lead will play a key role in investigating and rectifying incidents to prevent re-occurrence, undertaking assessments to identify impacted customers, plan remediation delivery including calculating customer payments.   The Remediation Lead will also  support the wider remediation team’s  remediation activity including planning and delivery.  

This is a permanent fulltime position, based in our Auckland office with flexible working options available.

Job Description

Some areas of responsibility include:

  • Supporting the business to rectify issues and to prevent re-occurrence. Inclusive of management and implementation of product fixes, process improvements, system enhancements.
  • Investigating systemic incidents requiring remediation.
  • Supporting with remediation delivery.
  • Engaging with stakeholders across Fidelity Life to investigate and understand issues and impacts as well as keeping stakeholders informed and accountable for meeting key milestones. 
  • Working in partnership with our Data and Analytics team to request, review and analyse data across various systems to understand the issue and impact. When required, generate quantitative and qualitative data to generate reports that support solution development and decision making.
  • Drafting and presenting ‘fix’ and ‘remediation’ findings and recommendations to various stakeholders.
  • Capturing all records and updates in line with internal processes and using relevant risk management tools.

Desired Skills and Experience

About You:

With 2+ years proven experience in both customer remediation and the financial services industry (preferably insurance related) you’ll have demonstrated ability to manage complex and unique cases and will have a strategic problem-solving mindset.

You’ll be a passionate collaborator with the ability to build and maintain relationships across all levels of the business. You’ll have excellent attention to detail, well-developed organisational skills, and effective written and verbal communication. You can manage multiple cases to meet deadlines in a fast-paced, complex environment. With a customer centric mindset, you’ll have the drive to make a difference for Fidelity Life and our customers.

You'll also bring:

  • Advanced skills in Microsoft Excel. I.e., Ability to use lookups, formulas, and calculations.
  • Demonstrated experience across a range of business analysis skillsets.
  • 2+ years Business Analysis experience including system, integration and UAT testing, within a hybrid project environment (preferable).
  • Tertiary qualification in a related field – law, finance, commerce (desirable).

About us:

Celebrating 50 years in 2023, Fidelity Life is New Zealand’s largest locally owned and operated life insurer. Our people are connected through our purpose and the shared belief that insurance really matters. We’re passionately committed to our aspiration to reimagine life insurance, so we can be there for more New Zealanders when they need help the most.

Our aspiration is built around transforming our industry through a customer lens. We’re aiming to use smart technology, data, and digital capability to unlock a deeper understanding of our customers and provide innovative solutions and experiences that meet their needs.

We’re also committed to our communities. Given that New Zealand has one of the lowest rates of life insurance in the developed world, we think we have a responsibility to raise financial awareness and education, to provide better protection for all New Zealand families and whānau.

 

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