Risk Administrator

We are currently seeking a Risk Administrator to support Aon New Zealand's Complaints Management and Error & Omission (E&O) processes. This role plays a critical part in ensuring Aon meets its regulatory obligations as a Financial Services Licensee by supporting the effective management, oversight, reporting, and continuous improvement of complaint handling practices and E&O submissions. You will be responsible for administering and monitoring the end-to-end Complaints Management Programme, ensuring complaints are accurately recorded, managed, investigated, and reported within prescribed timeframes. In addition, you will provide administrative support for the E&O process, including maintaining records, coordinating information requests, monitoring progress, and supporting the resolution and closure of E&O matters. Working closely with the Legal & Compliance team, Operational Compliance Manager, business leaders, and front-line colleagues, you will help identify trends, analyse root causes, strengthen controls, and contribute to improving customer and business outcomes. Aon is in the business of better decisions At Aon through One Underwriting, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed. What the day will look like You will have responsibility for managing your own workload and prioritising activities across both Complaints Management and E&O Administration functions. Complaints Management Responsibilities Act as Super User for the ACM system. Review, update and administer complaints records, notes, documents, tasks, and confidentiality settings. Monitor complaint status and ensure accurate and timely progression through the complaints lifecycle. Conduct quality assurance reviews of complaint records and documentation. Review and monitor new, open, and closed complaints to ensure information is complete, accurate, and up to date. Assess and classify complaints appropriately. Ensure required disclosure documentation is provided within regulatory timeframes. Liaise with complaint owners, business stakeholders, and the Legal & Compliance team to ensure complaints are managed in accordance with internal procedures and regulatory requirements. Investigate complaint trends and support root cause analysis and corrective action initiatives. Prepare complaints reporting and regulatory submissions as required. Support committee reporting and continuous improvement activities. Error & Omission (E&O) Administration Responsibilities Provide end-to-end administrative support for E&O submissions from initial notification through to closure. Maintain the E&O Register, ensuring records are accurate, complete, and up to date. Coordinate the collection of information and supporting documentation from brokers, branch managers, and other stakeholders. Track E&O matters and follow up on outstanding actions and documentation requirements. Support Legal & Compliance with the preparation, administration, and monitoring of E&O files. Raise and manage payment requests relating to E&O matters. Assist with reporting and trend analysis of E&O incidents to identify recurring risks and opportunities for process improvement. Work closely with stakeholders to ensure timely resolution and closure of E&O matters. How this opportunity is different In this role, you will have the opportunity to influence both complaint management outcomes and E&O risk administration across Aon New Zealand. You will work closely with branch managers, brokers, Legal & Compliance, Operations, Learning & Development, and senior leaders to ensure regulatory obligations are met and operational risks are effectively managed. You will have ownership of critical business processes, contribute to risk mitigation initiatives, and play an important role in identifying trends, improving