Risk Administrator

We are currently seeking a Risk Administrator to support Aon New Zealand's Complaints Management and Error & Omission (E&O) processes. This role plays a critical part in ensuring Aon meets its regulatory obligations as a Financial Services Licensee by supporting the effective management, oversight, reporting, and continuous improvement of complaint handling practices and E&O submissions. You will be responsible for administering and monitoring the end-to-end Complaints Management Programme, ensuring complaints are accurately recorded, managed, investigated, and reported within prescribed timeframes. In addition, you will provide administrative support for the E&O process, including maintaining records, coordinating information requests, monitoring progress, and supporting the resolution and closure of E&O matters.

Working closely with the Legal & Compliance team, Operational Compliance Manager, business leaders, and front-line colleagues, you will help identify trends, analyse root causes, strengthen controls, and contribute to improving customer and business outcomes.

Aon is in the business of better decisions

At Aon through One Underwriting, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed.

What the day will look like

You will have responsibility for managing your own workload and prioritising activities across both Complaints Management and E&O Administration functions.

Complaints Management Responsibilities

• Act as Super User for the ACM system.

• Review, update and administer complaints records, notes, documents, tasks, and confidentiality settings.

• Monitor complaint status and ensure accurate and timely progression through the complaints lifecycle.

• Conduct quality assurance reviews of complaint records and documentation.

• Review and monitor new, open, and closed complaints to ensure information is complete, accurate, and up to date.

• Assess and classify complaints appropriately.

• Ensure required disclosure documentation is provided within regulatory timeframes.

• Liaise with complaint owners, business stakeholders, and the Legal & Compliance team to ensure complaints are managed in accordance with internal procedures and regulatory requirements.

• Investigate complaint trends and support root cause analysis and corrective action initiatives.

• Prepare complaints reporting and regulatory submissions as required.

• Support committee reporting and continuous improvement activities.

Error & Omission (E&O) Administration Responsibilities

• Provide end-to-end administrative support for E&O submissions from initial notification through to closure.

• Maintain the E&O Register, ensuring records are accurate, complete, and up to date.

• Coordinate the collection of information and supporting documentation from brokers, branch managers, and other stakeholders.

• Track E&O matters and follow up on outstanding actions and documentation requirements.

• Support Legal & Compliance with the preparation, administration, and monitoring of E&O files.

• Raise and manage payment requests relating to E&O matters.

• Assist with reporting and trend analysis of E&O incidents to identify recurring risks and opportunities for process improvement.

• Work closely with stakeholders to ensure timely resolution and closure of E&O matters.

How this opportunity is different

In this role, you will have the opportunity to influence both complaint management outcomes and E&O risk administration across Aon New Zealand. You will work closely with branch managers, brokers, Legal & Compliance, Operations, Learning & Development, and senior leaders to ensure regulatory obligations are met and operational risks are effectively managed. You will have ownership of critical business processes, contribute to risk mitigation initiatives, and play an important role in identifying trends, improving controls, and enhancing customer and colleague experience.

Skills and experience that will lead to success

• Previous experience in complaints management, E&O administration, compliance, risk, legal support, insurance, or financial services.

• Strong organisational skills with the ability to manage multiple priorities and meet deadlines.

• Excellent attention to detail and record management capability.

• Strong communication and stakeholder management skills.

• Ability to investigate issues, analyse trends, and contribute to root cause analysis.

• Proficiency in data analysis, reporting, and Microsoft Excel.

• A proactive approach to continuous improvement and risk management.

• Understanding of regulatory obligations and customer complaint processes within the financial services or insurance industry.

How we support our colleagues

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognise that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working! Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on ReasonableAdjustments@Aon.com

Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

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