At Fidelity Life, we are committed to protecting what matters most to our customers. As a leading life insurance provider in New Zealand, we strive to deliver exceptional service and innovative solutions. Our dedicated team works collaboratively to create a supportive and inclusive environment where every employee can thrive. We believe in the power of integrity, transparency, and customer-centricity, and we're looking for passionate individuals to join us on this journey.
Role Overview:
Join Fidelity Life's dedicated Remediation team as a Remediation Lead, where you'll play a crucial role in ensuring fair and transparent remediation for our customers. This position focuses on:
Fixing Issues: Collaborate with the business to rectify incidents and prevent future customer harm.
Investigating Incidents: Identify impacted customers and scope remediation outcomes.
Delivering Remediation: Support the team in planning and delivering customer communications and payments.
As a Remediation Lead, you'll manage multiple complex cases, drawing on your strong life insurance product knowledge.
Key Responsibilities:
Lead core remediation activities per Fidelity's framework, ensuring sustainable fixes and process improvements.
Investigate systemic incidents, identify root causes, and undertake calculations for impacted customers.
Collaborate with stakeholders to gather information and present findings.
Work alongside Data and Analytics specialists to analyse data and assess impacts.
Provide quality inputs for reporting and track key milestones.
Engage in post-implementation reviews to capture learnings for future remediation efforts.
Problem Solving: Strong analytical skills with an investigative mindset. Knowledge of life insurance products is advantageous.
Accountability: Detail-oriented with solid record-keeping skills. Capable of managing multiple remediation projects concurrently.
Communication: Ability to simplify complex ideas and confidently present findings to stakeholders.
Personal Attributes: Driven to make a difference, with effective decision-making and conflict resolution skills.
What We're Looking For:
Qualifications:
Tertiary qualification in a related field (law, IT, finance, commerce) is desirable.
Experience:
2+ years in customer remediation with a focus on investigation and analysis (essential).
2+ years in Business Analysis within the financial services industry, preferably insurance (essential).
Experience with system integration and UAT testing in a hybrid project environment is preferable.
Skills:
Advanced proficiency in Microsoft Excel, with working knowledge of Word, PowerPoint, and project management tools like Azure DevOps, Trello, and Confluence.
Why Join Us?
At Fidelity Life, you'll be part of a high-performing team committed to making a difference for our customers. We value collaboration, continuous improvement, and innovation. Enjoy a supportive work environment with flexible working options in the heart of Auckland.
Apply Now:
If you're ready to take on this impactful role and contribute to our mission, we want to hear from you!
Fidelity Life is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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