Complaints and Product Governance Analyst (Insurance Market)

As a Complaints and Product Governance Analyst at G MASS Consulting, your primary responsibilities will include supporting the product governance process, ensuring compliance with both internal and external regulatory standards. You will work collaboratively with compliance and governance teams to address customer complaints and ensure outcomes meet regulatory requirements. Additionally, you'll manage customer complaints using the client’s Care Smart System, ensuring timely resolutions while maintaining high customer satisfaction. Identifying trends from complaint data to support continuous improvement initiatives will also be a significant part of your role.

To be considered for the Complaints and Product Governance Analyst position at G MASS Consulting, candidates should ideally possess experience in complaints handling, specifically within the Lloyd’s of London insurance market. A solid understanding of product governance and relevant regulatory frameworks is also essential. Proficiency in using systems like Care Smart/Smart Care is advantageous. Strong communication skills, attention to detail, and the ability to handle multiple tasks effectively will help you excel in this role.

The Complaints and Product Governance Analyst position at G MASS Consulting is a hybrid role, meaning you will work both remotely and from the office. Specifically, you’ll be expected to work three days in the office and the remainder of the week from home, allowing for a great balance between collaboration with your team and the flexibility of remote work.

As a Complaints and Product Governance Analyst at G MASS Consulting, you can look forward to several benefits, including a competitive salary, the opportunity for an initial six-month contract which may extend, and the chance to work within a supportive team environment. You'll gain valuable experience in the insurance sector while collaborating with high-profile clients, enhancing your professional growth and marketability.

To apply for the Complaints and Product Governance Analyst position at G MASS Consulting, you’ll need to submit your updated resume and a cover letter highlighting your experience in complaints handling and your understanding of product governance. Be sure to showcase your relevant skills and how they align with the responsibilities and requirements outlined in the job description. Keep an eye on your email for a potential interview invitation to discuss your fit for the role!

Answering this question effectively requires examples of your past experiences managing complaints, particularly if you’ve worked within the Lloyd’s of London market. Discuss specific cases, how you navigated complex situations, and the techniques you employed to ensure customer satisfaction. This showcases not only your experience but also your problem-solving skills.

In response to this question, highlight your knowledge of regulatory frameworks and provide examples of how you've applied compliance measures in previous roles. Discuss the importance of staying updated on changes in regulations and how you collaborate with compliance teams to align complaint outcomes with these standards.

When discussing your approach to analyzing complaint data, emphasize your analytical skills and methods for identifying trends. Share specific tools or systems you’ve used, and explain how transforming data insights into actionable improvements has positively impacted previous employer performance.

For this question, articulate your empathetic approach to dealing with customer concerns. Describe a time you navigated a sensitive situation, emphasizing your communication skills and ability to maintain professionalism while addressing the customer’s needs.

In your response, explain the direct relationship between solid product governance and customer satisfaction. Share your views on the importance of transparency, ethical business practices, and compliance in building trust with customers and ensuring long-term success for the organization.

Choose a specific instance from your experience and walk through the steps you took in resolving the complaint. Highlight any challenges encountered, how you overcame them, and the resulting satisfaction from the customer. This showcases your capabilities in a real-world application.

Here, you want to demonstrate your organizational skills. Explain your method for categorizing complaints by severity and urgency, and how this prioritization aids in efficient resolution and enhances customer satisfaction.

Discuss proactive steps you take to remain informed about changes in regulations, such as attending workshops, webinars, or subscribing to relevant publications. Illustrate how this knowledge informs your approach to product governance and the handling of complaints.

Describe your experience using the Care Smart System, detailing specific tasks you're proficient in. If you’ve worked with similar platforms, share this as well, showcasing your adaptability and technical acumen.

In answering this question, reflect on your interest in both complaints handling and product governance, and express your enthusiasm for the chance to contribute to G MASS Consulting. Discuss how the values and culture resonate with your career goals, emphasizing your eagerness to make a positive impact.