Complaints Manager (m/f/d*)

On-site

Responsibilities

Ensure full and timely compliance with IVASS regulations, proactively managing deadlines, escalations and reminders to intermediaries and agents.
Drive the onboarding, coaching and development of team members, ensuring high quality standards and full integration into complaints management processes.
Prepare, validate and coordinate half ‑ year and annual IVASS reporting, ensuring accuracy, consistency and regulatory alignment.
Actively manage relationships with intermediaries and external stakeholders on operational and regulatory topics related to complaints handling, processes, reporting and data exchange.

Qualifications University degree in Law, Business Administration, Economics or a comparable field. At least 5–7 years of proven professional
Strong and hands ‑ on knowledge of regulatory and supervisory frameworks, preferably including IVASS
experience in senior operational roles, with responsibility for team coordination, functional leadership or end ‑ to ‑ end ownership of complaint ‑ handling processes.
Proven ability to manage complex, sensitive or high ‑ risk cases, acting as an escalation point and trusted advisor to the team and management.
Excellent analytical, organisational and decision ‑ making skills, with the ability to prioritise and deliver results in a highly regulated environment.
experience with complaints management systems is an advantage.
Fluency in Italian and English, both written and spoken.

Are you looking for a senior role where you can make a real impact on customer protection, regulatory compliance and operational excellence? Great Lakes Insurance SE is a specialist provider of primary insurance services within the Munich Re Group.
As part of one of the world’s leading reinsurance groups, Great Lakes combines a strong regulatory and compliance framework with international expertise, supporting sustainable growth and high ‑ quality service standards across European markets.
Lead and oversee all day ‑ to ‑ day operational activities, including continuous monitoring of dedicated email inboxes and supervision of workloads related to complaints, requests from authorities and the Insurance Arbitrator.