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Salary- Permanent opportunity
- Collaborate with enabling functions on the design of future conversation model and provide recommendations to maximise performance outcomes including unique departmental considerations where necessary
- Brisbane CBD, Newcastle, Melbourne or Toowoomba location
The role will work collaboratively with the Claims Customer Service Leadership Team, , Initiatives Teams, Home and Motor Claims Teams as well as various other stakeholders, to develop improved coaching and learning outcomes designed to uplift both current and future capabilities in line with the Customer Service Strategy, as well as regularly review and recommend improvements to the operational practises, coaching frameworks, and tools required for a digitally enabled, WFH workforce of the future.
The Claims Customer Service Performance Capability Manager will also undertake all accountabilities in relation to Learning Content ownership for the department including all planned reviews, out of cycle changes and forums in line with the appropriate risk and governance frameworks.
Key Responsibilities include but not limited to:
- Responsible for determining the optimal Coaching Framework, tools and techniques across all sites, enabling required capability uplift, consistency and ongoing execution to achieve desired performance outcomes across the centres in conjunction with Centre Managers
- Facilitate calibration across all sites on Leader and Specialist capability to inform prioritised capability uplift
- Responsible for reviewing existing Coaching and Learning solutions and where required determining improved solutions which will enable Coaching and Learning experiences to engage specialists and leaders from any location, fast tracking behavioural change and drive outcomes that are measurable and scalable
- Influence Claims Customer Service Leadership Team and other key stakeholders on the design of recruitment and onboarding experiences to improve employee turnover and speed to competency of the learner
- Accountable for undertaking required reviews and/or assessments of the departmental learning content and providing appropriate sign off/and or guidance to Head of Claims Customer Service and EM Enablement.
- Minimum 5 years' experience leading high performance customer facing teams
- Advanced data analytics and insight management skills
- Highly experienced in designing frameworks which uplift capability and performance objectives of large customer facing organisations.
- Ability to assess current state operational execution of coaching framework and identify opportunities to lift capability to best practise standards.
- Ability to facilitate coaching and/or learning strategies to diverse groups. Advanced data analytics and insight management skills.
