MLC Life Insurance prioritises customer excellence with senior hire | MLC Life Insurance
Media release

11 December 2023

MLC Life Insurance prioritises customer excellence with senior hire

MLC Life Insurance has appointed Ian Fletcher as General Manager of Remediation Programs to deliver on the business’s deep commitment to customer excellence and an exceptional customer experience.

The appointment follows a recent announcement where Jane Murray was appointed to the dedicated role of Chief Operating Officer, and the appointment of Craig Dainton as General Manager Adviser and Customer Operations in Jane’s team in May. The team have been brought together to oversee the significant body of work being undertaken by the business to further improve the 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.

“Ian is a deeply experienced customer excellence specialist,” said Jane Murray, Chief Operating Officer for MLC Life Insurance, “and he’s driven successful delivery of several very large total customer experience related programs over the last decade, including with AMP, Telstra and most recently the Commonwealth Bank’s $1 billion customer service remediation program.”

Reporting to the COO, this role will be responsible for the delivery of all streams of work relating to MLC Life Insurance’s $32 million Accelerate customer experience uplift program, central to providing even better service outcomes for customers.

“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.”

"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.”

Speaking of his appointment, Ian said, “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.”

Ian holds a Bachelor of Science from Monash University and attained Master Project Director with the Australian Institute of Project Management.