MLC Life Insurance names GM for remediation programs

New addition has extensive experience in customer experience programs

MLC Life Insurance names GM for remediation programs

Insurance News

By Roxanne Libatique

MLC Life Insurance has appointed Ian Fletcher (pictured) as general manager of remediation programs.

This strategic move follows the recent appointment of Jane Murray as COO and Craig Dainton as general manager adviser and customer operations in May.

MLC Life assembled the team, spearheaded by Murray, to oversee a significant body of work aimed at further refining systems, processes, and technology. The goal is to offer an improved experience not only for advisers and customers but also for superannuation funds, trustees, and their members.

New general manager of remediation programs

Fletcher will report to the COO and lead the delivery of all aspects of MLC Life's $32 million Accelerate customer experience uplift program.

Commenting on the appointment, Murray highlighted Fletcher's extensive experience in customer experience programs, citing his successful delivery of large-scale initiatives with AMP, Telstra, and the Commonwealth Bank's $1 billion customer service remediation program over the last decade.

“Continuously improving the service experience for our customers is the top priority for MLC Life Insurance, and Ian 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,” Murray said. “Over the last six months, we've already seen a more than 10% reduction in call handling times for customers and advisers, along with an improvement in administration turnaround times across our customer measures.

“Ian understands process excellence, having led large programs with significant investment in maximising the enhancement of customer processes and outcomes.”

“MLC Life Insurance is one of Australia's leading and most trusted insurers, and I'm excited to continue that tradition and to review and revise the processes and systems needed to deliver an even better total customer experience,” Fletcher said.

Fletcher holds a Bachelor of Science from Monash University and has achieved the designation of Master Project Director with the Australian Institute of Project Management.

Fletcher joined MLC Life after the appointment of new business development managers (BDMs).

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