Complaints Spt & Data Privacy Rights Support - Rome, Italy

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 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.

• 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.

• 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)

• 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

• Collective Bargaining Agreement (CCNL): ANIA National Collective Labour Agreement
• Employment Classification: Impiegato
• Contract Type: Fixed Term Contract – Maternity Leave replacement 

The starting salary for this position shall not be less than €34,375.18, in compliance with the relevant provisions of the applicable collective bargaining agreement, corresponding to the contractual minimum salary level.

WORK LOCATION

• Rome, Via Andrea Vesalio 6, 00161 
• Flex Working 2gg/week

EQUAL OPPORTUNITIES

This position is open to all candidates in accordance with the principles of equal opportunity and non-discrimination, in compliance with applicable laws and regulations.

If you require an accommodation due to a disability, please contact us at direzionerisorseumane@metlife.it. Any such information will be treated confidentially and used solely to determine an appropriate accommodation throughout the recruitment process. 

PAY TRANSPARENCY NOTICE

At the end of the recruitment process, the Company reserves the right to make an offer with a different grade level and/or gross annual salary than those indicated in this job posting, in line with the candidate's actual professional experience and technical and behavioral competencies.

Any deviation will be appropriately justified and documented in accordance with internal procedures.

Any variation from the salary range or classification indicated in this posting will be based on objective and verifiable factors identified during the recruitment process, including:

• Professional experience significantly above or below the target profile.
• Additional specialist skills relevant to the position.
• Scope and complexity of responsibilities assigned in the final role design.
• Alignment with the Company's job grading framework and internal consistency with comparable roles.
• Results of technical assessments and/or evaluation processes used during recruitment.

Any variation will not be related in any way to:

• Previous salary history or compensation received in former employment relationships.
• Subjective or discriminatory factors related to gender or any other personal characteristic.

Regulatory Compliance

This decision:

• Is made in accordance with the principle of equal pay for the same work or work of equal value.
• Is consistent with the applicable National Collective Labour Agreement (CCNL).
• Complies with pay transparency obligations under EU Directive 2023/970 and the relevant national implementing legislation.
• Is appropriately documented and traceable for internal audit and regulatory inspection purposes.

The starting salary for this position shall not be less than €34,375.18, in compliance with the relevant provisions of the applicable collective bargaining agreement, corresponding to the contractual minimum salary level.

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