MLC Life recruits remediation expert

MLC Life Insurance has recruited the Commonwealth Bank's customer service remediation head to run its own customer experience programs.

Ian Fletcher, currently general manager of program strategy, customer remediation at Australia's largest bank will be general manager, remediation programs.at the insurer.

Fletcher's appointment follows the recent promotion of Jane Murray to chief operating officer, and the hire of Craig Dainton as general manager adviser and customer operations in May.

The life insurer said the team will oversee the work on systems, processes and industry-leading technology needed to offer an even better experience for advisers and customers as well as superannuation funds, trustees and their members.

Murray called Fletcher a "deeply experienced customer excellence specialist" who has driven successful delivery of several large total customer experience related programs over the last decade, including with AMP, Telstra and most recently the Commonwealth Bank.

"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," she said.

"Over the last six months we've already seen a more than 10 percent 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."