Claims Operations Manager

Looking for your next opportunity?

360 Underwriting Solutions is in a considerable phase of growth and is excited to be offering a Claims Operations Manager role based in the thriving Sydney CBD Barangaroo precinct.

The successful applicant will be rewarded with a competitive salary package, newly renovated, 5-star Sydney harbour view office spaces and a high-performing, dynamic and supportive working culture.

The Company

Join our dynamic team at 360 Underwriting Solutions, a specialist Underwriting Agency and leading provider of insurance solutions committed to delivering exceptional service and support to our clients. We are dedicated to innovation, operational excellence, and fostering a collaborative work environment where individuals can thrive and make a meaningful impact.  

The Role

As part of our Group Services Claims Team, you will play a pivotal role in overseeing and optimizing the claims process within our organisation to ensure we deliver on our promise to clients and our capacity carriers. Reporting directly to the Head of Claims, you will assist in the day-to-day operations of the claims department, ensuring efficiency, accuracy, and compliance with relevant regulations and agreed deliverables with our capacity carriers. Your leadership and strategic input will be essential in driving continuous improvement initiatives to enhance the overall claims handling process.

Key Responsibilities:

• Process Improvement: Analyze and evaluate existing operational processes to identify opportunities for efficiency improvements. Develop and implement strategies to streamline workflows, improve the claims process and reduce operational costs while maintaining high service quality. Development of claims manuals and documented processes in line with our commitment to capacity carriers.
• Compliance & Risk Management: Ensure that all claims’ operations adhere to industry regulations and company policies. Identify and mitigate potential claims risks by developing and implementing appropriate claims mitigation practices. Training of claims staff on all key governance and compliance requirements in Claims.
• Claims Performance: Establish and monitor performance to claims service deliverables and key performance indicators as agreed with our customers and capacity carriers. Liaising with capacity carriers on all remediation action items arising out of audits. 
• Quality Control: Establish and maintain quality control measures to ensure accuracy, consistency and pro-active claims management. Conduct regular audits and reviews of claims files to identify errors, trends and areas of improvement implementing corrective actions and training programs to address identified issues and improve overall claims quality.
• Reporting & Analysis: Generate and present regular reports to senior management (internally and to capacity carriers) on operational performance, trends and areas of improvement. Utilise data-driven insights to make informed decisions and implement changes.
• Bordereau Submissions & Claims Float Accounts: Supervision of claims float accounts to ensure adequate funds to pay claims. Support Finance/Accounting in queries from capacity carriers regarding our monthly bordereau submissions. 
• Collaboration & Stakeholder Management: Foster strong cross-functional relationships with both internal and external stakeholders including Claims, Underwriting, Legal, Finance, Compliance and Capacity Carriers.
• Customer Service: Collaborate with Claims Team to help maintain high levels of customer satisfaction by supporting with customer escalated complaints and internal dispute resolution matters from Legal/Compliance area. Feedback to claims team on learnings and/or training gaps. 

The Successful Candidate will have:

• A minimum of 10 years claims management experience across a range of general insurance product classes would be ideal for this position. 
• Bachelor’s degree in business administration, Finance, Insurance, or related field. Legal qualification highly desirable. 
• Demonstrated leadership skills with the ability to motivate and develop a team of claims professionals.
• Knowledge of regulatory requirements and compliance standards related to claims handling.
• Strategic mindset with a focus on continuous improvement and innovation.
• Excellent analytical and problem-solving abilities, with a keen attention to detail.
• Highly developed communication and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization.

If you are a dynamic leader with a passion for driving operational excellence in claims management, we invite you to apply for the role of Claims Operations Manager. Take the next step in your career and join us in delivering exceptional service and support to our clients. Apply now and be part of our continued growth and journey towards success. We look forward to reviewing your application!