MLC Life Insurance has appointed Ian Fletcher as General Manager of Remediation Programs “… to deliver on the business’s … commitment to customer excellence and an exceptional customer experience.”
The insurer says that the appointment follows a recent announcement where Jane Murray was appointed to the dedicated role of Chief Operating Officer, and the appointment of Craig Dainton as General Manager Adviser and Customer Operations in Murray’s team in May.
The company says the team have been brought together “…to oversee the significant body of work being undertaken by the business to further improve the systems, processes and industry-leading technology needed to offer an even better experience for advisers and customers, as well as superannuation funds, trustees and their members.”
Murray says Fletcher is a deeply experienced customer excellence specialist “…and he’s driven successful delivery of several very large total customer experience related programs over the last decade, including with AMP, Telstra and most recently the Commonwealth Bank’s $1 billion customer service remediation program.”
…this role will be responsible for the delivery of all streams of work relating to MLC Life Insurance’s $32 million Accelerate customer experience uplift program…
Reporting to the COO, this role will be responsible for the delivery of all streams of work relating to MLC Life Insurance’s $32 million Accelerate customer experience uplift program, “…central to providing even better service outcomes for customers.”
Murray says that continuously improving the service experience for its customers is the top priority for MLC Life Insurance and Fletcher “…will play an integral role in enhancing the customer experience and reviewing our touchpoints with customers and partners to make sure we can do even better as we continue to grow our business.”
She says that over the last six months the company has seen a more than 10% reduction in call handling times for customers and advisers, along with an improvement in administration turnaround times across its customer measures.
