Description Do you have Team leader/manager experience gained within a regulated Complaints environment. Do you enjoy managing people and supporting them to be the best they can be? If you are interested in applying your skills and knowledge within one of the largest insurers in the world with excellent employee benefits and a diverse working culture, then we would love to hear from you! This role takes ownership of the management of complaints, investigation and resolution across various lines of business and countries and Third Party Administrators’ (TPA's). Ensuring the teams complies with local and European regulatory requirements is key. Main responsibilities include managing and overseeing Third Party complaints handling/teams. You will also have a team of complaint handlers onsite in Glasgow. You will ensure that the operations run well and ensuring that fair customer outcomes are achieved, through quality investigations and proactive management. KEY RESPONSIBILITIES: Oversight of performance and outcomes of TPA Complaint Handling. Working alongside TPA stakeholders Ensure complaints are identified, investigated and resolved in a timely manner in compliance with SLA’s and regulatory rules. Pipeline/Caseload management Management of Complaint Inboxes Respond to referrals from TPA’s to support Resolution Work to Chubbs Standards and Frameworks. Coach, Mentor and Lead Team of Complaint Handlers and TPA’S Adhere to the Training and Competency Framework ensuring handlers have regular coaching/Training and one to ones Responsible for building and maintaining relationships with the business to ensure complaints are resolved swiftly, fairly and efficiently. Identify regulatory and reputational risks Assessment of performance and management against Key Performance Indicators, to ensure standards are met. Take ownership of high profile/escalated complaints Ensure ADR and any associated invoicing is keyed on time Review and contest (where appropriate) local and other European Ombudsman decisions. Qualifications Relevant Complaints Team Leader/manager experience in a regulated environment, preferably within financial services is essential TPA Management is preferred, but not essential Confident in dealing with internal and external stakeholders essentials Able to work on own initiative People Management with responsibility for several direct reports is essential Experience in liaising with the Financial Ombudsman or other regulatory body is essential Ability to learn and understand new regulatory legislation and requirements across various territories. Strong communication and leadership skills is a must Insurance knowledge desirable, but not essential We offer in return! Competitive salary & pension scheme, discretionary bonus scheme, 25 days annual leave plus ability to purchase 5 additional days, hybrid working options, Private Medical cover, Employee Share Purchase Plan, Life Assurance, Subsidised gym membership, Comprehensive Learning & development offerings, Employee Assistance program. Integrity. client focus. respect. excellence. teamwork Our core values dictate how we live and work. We’re an ethical and honest company that’s wholly committed to its clients. A business that’s engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment that’s collaborative and supportive. Diversity & Inclusion. At Chubb, we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances. We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know.