MELBOURNE - MLC Life Insurance has appointed Ian Fletcher as the new general manager of remediation programs, aiming to advance customer service quality and experience. Fletcher, who has a notable track record in customer service remediation, will lead the $32 million Accelerate initiative, which is designed to enhance the customer experience significantly.
Fletcher's appointment comes after his successful tenure at Commonwealth Bank, where he led a $1 billion customer remediation effort. His role at MLC Life will involve reporting directly to Chief Operating Officer Jane Murray. Together with Murray and Craig Dainton, who has been managing adviser and customer operations since May, Fletcher is expected to further improve service standards.
Under Murray's and Dainton's guidance, MLC Life has already made strides in improving customer interactions. The company has reported a reduction of over 10% in call handling times, demonstrating a commitment to enhancing relations between advisers and clients. This improvement is part of a broader effort by MLC Life to leverage state-of-the-art technology for the benefit of superannuation funds, trustees, and their members.
Fletcher brings a wealth of experience to his new role at MLC Life. His background includes managing significant remediation projects following the Royal Commission at AMP (OTC:AMLTF) and holding senior positions at AXA with a focus on mergers and acquisitions. Additionally, he has contributed to total customer experience improvements at other notable firms, including Telstra (OTC:TLGPY).
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