Continuous Improvement & Delivery Lead

• Support efficient and effective claims management
• Permanent opportunity, Kent St, CBD Sydney
• Hybrid working environment

About the Role

Lead a team of Continuous Improvement Specialists and Product Owners to proactively work across the entire claim life cycle and develop case management processes consistent with icare’s claims Service Delivery Model.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• icare day – access to an extra day’s leave
• Comprehensive learning and development support aligned to icare’s Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It’s an exciting time at icare where no two days are the same; as a Continuous Improvement & Delivery Lead you will:

• Oversee the growth and efficiency of a unified, skilled team to maintain reliable service delivery and foster a supportive atmosphere among colleagues
• Understand current and future objectives/needs across claims lifecycle through collaboration with relevant stakeholder and leveraging Worker’s Compensation Service Blueprint
• Ensure mechanisms to identify risks, issues and successes are in place to support more efficient or customer centric process and practise
• Manage initiatives focused on improving processes and systems, including core claims platforms and digital platforms, to enhance the experience of those we serve
• Collaborate with cross-functional teams to develop and deliver data-driven solutions in line with our future state Service Blueprint
• Lead the scoping of new design initiatives, including objectives, methodology, milestones and deliverables
• Provide inputs into planning of delivery activities and manage the allocation of team resources ensuring milestones are met promptly
• Liaise with key stakeholders and ensure that their input is sought in a timely manner and that all relevant matters are appropriately followed-up
• Provide and oversee business endorsement of user stories and testing criteria and feature completion and ensure it aligns to the business vision, customer needs and business value drivers
• Play an active role in addressing obstacles that affect the team's achievement of Release/Sprint Goals and managing defects effectively

Skills & Experience

• Highly developed strategic, analytical, and communication skills
• Well-developed coordination skills combined with a sound understanding of project management techniques
• Experience in leading a Continuous Improvement / operational effectiveness program or team.
• Experience in Workers Compensation or an ability to develop a strong understanding of business context.
• Experience in Continuous Improvement / process improvement methodologies and ability to coach / provide guidance to others within this frame.
• Product owner and/or Continuous Improvement leadership role.
• Project/Program Management.
• Extensive experience in the insurance industry or similar.
• Experience managing/leading digital transformation for SaaS platforms.
• Experience in balancing commercial objectives with regulatory requirements.
• Understanding/experience with workers compensation claims platforms.
• A demonstration in application of agile techniques and terminologies

Culture

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work. 

• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted
• We are a Circle Back Initiative Employer – we commit to respond to every applicant
• A talent pool may be created through this recruitment process.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.