Complaints Spt

On MetLife's Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life's important moments, solving challenges, or simplifying processes with innovative technology, you'll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you'll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn't just a goal - it's what we do, one conversation at a time.

The Opportunity

The Senior Complaints Specialist and Data Privacy Rights Support contributes to ensuring the effective, timely and compliant management of the entire complaints process, from receipt through closure, ensuring appropriate oversight of deadlines, the quality of investigations and responses, and full case traceability. The role also supports regulatory requirements and interactions with IVASS, reporting activities and complaint root cause analysis, promoting the identification of corrective actions and continuous process improvement. In the area of personal data protection, the role supports the proper handling of data subject rights requests, coordinating with the relevant business functions and contributing to governance, control, and internal and external review activities.

Key Responsibilities

• Manage the entire complaints process, from receipt to closure, in compliance with applicable regulations and company guidelines: identify and classify communications, open investigations, gather and analyze information, review responses, and submit them to the customer, legal representative, intermediary, or competent Authority.
• Monitor complaint deadlines daily using the designated tools.
• Monitor the dedicated complaints and privacy request channels daily, ensuring proper routing to the relevant functions and oversight of regulatory deadlines.
• Coordinate investigations with the business functions involved and with intermediaries, verifying the completeness and consistency of the documentation collected and promptly following up on any required additions.
• Manage complaints submitted by IVASS and the related requirements, including reviewing responses, information templates, and any additional documentation requested by the Authority.
• Support the management of appeals to the Insurance Ombudsman (Arbitro Assicurativo), coordinating the collection of documentation, the preparation of written submissions, and the monitoring of procedural deadlines.
• Maintain the registration, classification, updating, and closure of cases in company databases and archives, ensuring completeness, accuracy, traceability, and proper retention of supporting evidence.
• Analyze complaint volumes, handling times, outcomes, types, and causes, conducting root cause analysis to identify trends, recurring issues, and risk areas.
• Prepare periodic reports, metrics, and analyses for management, the Region, corporate bodies, and control functions, including periodic regulatory reporting to IVASS.
• Support the organization and minute-taking of Complaints Councils, Root Cause Analysis forums, and periodic governance meetings, preparing materials, analyses, and updates on the status of actions.
• Collaborate on Internal Audit, Compliance, Risk, and other internal or external reviews, preparing evidence, responses, and action plans and supporting the related follow-up.
• Support the management of data subject rights requests relating to personal data protection, ensuring proper intake, tracking, coordination with the relevant functions, and compliance with applicable deadlines.

Required Qualifications

• Master's degree in law or a related discipline
• Previous experience in complaints management
• Strong knowledge of the insurance industry and sales dynamics
• Good knowledge of the Microsoft Office suite
• Good command of written and spoken English and native Italian speaker
• Good familiarity with the main AI tools (Copilot)

Preferred Qualifications

• Strong analytical, synthesis, and critical evaluation skills, including when dealing with complex cases.
• Problem-solving orientation and the ability to identify effective, sustainable solutions that comply with regulations and company procedures.
• Strong planning, organizational, and prioritization skills, with particular attention to meeting regulatory deadlines.
• Accuracy, reliability, and attention to detail in managing documentation, data, and investigative evidence.
• Ability to collaborate cross-functionally and coordinate with business functions, intermediaries, consultants, and supervisory authorities.

Employment Terms And Compensation