Address- Full-Time, Ongoing
- Hybrid and Flexible Working Arrangements
- Convenient Location Based in Melbourne CBD
As the Portfolio Lead - Insolvency Claims, you will bring significant claims expertise and strategic approach to manage a critical portfolio of insolvent claims. You will lead, coach, and develop the team to provide a positive client experience and timely resolution.
You have demonstrated experience managing and engaging with complex stakeholders with a strategic approach to delivering effective communication to our clients.
You will be responsible for the end-to-end management, assessment, and settlement of a portfolio of claims, delivering client focused recovery solutions that restore confidence and build a more resilient Victoria.
Your role reports to the Head of DBI Claims Strategy in the Domestic Building Insurance (DBI) division.
What you do
- You manage a team of direct reports, managing their workflow, ensuring compliance with statutory timeframes and DBI policies and procedures.
- You effectively manage a portfolio of claims ensuring adherence to the agreed standards, process, and practice framework. You interpret and apply policy coverage. You assess and quantify claims costs. You negotiate settlement outcomes and identify recovery prospects.
- Using your experience, you will provide guidance and advice through ongoing mentoring throughout the team, further enhancing the internal capability to identify, manage and resolve claims.
- You proactively manage the capability and performance of claims service providers to ensure that agreed service standards and fees are maintained.
- You develop and maintain claims policies, guidelines, processes & audit control mechanisms designed to achieve effective resolution of claims within determined objectives.
- You strategically verify and evaluate information, questioning the status quo, to enable the accurate assessment, review, and determination of liability and quantum on claims in accordance with DBI policies and procedures.
- You manage complex claims and actively participate in VCAT conferences, mediations and hearings leading strategy discussions and working in conjunction with our appointed legal service providers.
- You have strong technical claims knowledge with the ability to identify trends, prepare internal briefs, provide reporting, and identify and implement continuous improvement opportunities to improve outcomes and ensure ongoing alignment with divisional objectives.
- You conduct reviews of claims data to ensure compliance with reporting requirements and to manage the resultant exception reporting and error rectification.
- You participate in various activities identified as contributing to VMIA's value proposition.
- You work closely with the Head of DBI Claims to actively manage and contribute to the development of new and existing claims services, business practices and product offerings to build the value and contribution of the DBI clients.
- You liaise with the Chief Officer, DBI to provide insights and recommendations for the development of the DBI portfolio.
- You engage with the DBI Claims Team to provide a mentoring and coaching role giving insight into the policy and processes.
- You work across the DBI Division including peers, the Builder Assessment Team, Internal and External Compliance Officer(s) and other support service staff to improve claims management outcomes.
- You build and maintain relationships with key external agencies such as VBA, CAV and DBDRV to share information and collaborate on strategic projects.
- You build and maintain effective relationships with third party service providers to obtain optimum claims resolution and manage recovery opportunities.
- You must have 5 plus years' demonstrated experience in claims management, especially in the handling of more technically complex matters, within insurance or claims management i.e. property claims.
- You have demonstrated people leadership skills, highly capable and experienced in coaching, developing, and bringing out the best in your team.
- You have knowledge and experience in insurance claims management along with the capacity to analyse and interpret claims information and data sources. You can identify trends and strategic opportunities for improvement.
- You are a seasoned professional with advanced communication and interpersonal skills, proven empathetic client management or customer service experience and the ability to influence stakeholders and negotiate mutually beneficial outcomes.
- You are resilient with the ability to work under pressure and manage and resolve conflict resolution in a timely and effective manner.
- You have demonstrated capacity to assess potential operational risks and make decisions in a timely and effective manner consistent with the control framework and client needs.
- You have a passion for continuous improvement included demonstrated ability to identify and implement improvement initiatives.
- Experience or exposure to Domestic Building Insurance or Builders Warranty Insurance or similar scheme would be highly advantageous but not mandatory.
- You hold a qualification in Law or relevant discipline (highly desirable).
There are many reasons to work at VMIA, here is how we will support you:
Flex Work - VMIA is supportive of hybrid working to help our people perform at their best. We come together for a minimum of two days per week in a collaborative office environment, fostering connection and strengthening networks.
Parenting support - VMIA provides 14 weeks paid parental leave (after six months of service) for primary carers and 2 weeks for secondary carer. And we're breastfeeding friendly accredited.
Learning and development - You'll be encouraged to achieve your career goals in our progressive learning organisation supported by in-house training programs, an annual investment of up to $2,500 in your learning and development, access to LinkedIn Learning, and annual performance and development planning.
Physical and Mental wellbeing - We provide Wellness sessions, an Employee Assistance Program (EAP), Wellness leave (two days per year), annual flu shots, and an ergonomic subsidy for every new starter.
Culture and lifestyle - People are at the heart of everything we do! On offer are an office in the heart of the city in an iconic building with end of trip facilities, access to one day per year paid Volunteer leave, assistance with transitioning through life stages such as welcoming a new baby or retirement.
Financial Support - We understand, every dollar counts. We offer salary sacrifice, income protection insurance, discounted public transport and 5% private health insurance discount.
Diversity and Inclusion
Diversity, equity, inclusion, and belonging are key strategic priorities at VMIA.
Our people benefit when they belong, are safe to bring their whole selves to work and are respected and heard. The business benefits from a diverse and inclusive culture as our people bring unique strengths, experiences, and perspectives, creating a connected community.
We have a bold and ambitious Diversity and Inclusion Program - a consolidation of 60+ initiatives shaping and supporting each of the following focus areas: LGBQTIA+, gender, disability, Aboriginal and Torres Strait Islander Peoples and cultural and linguistic diversity.
Employee Reference Groups, led by an executive sponsor, support each key focus area, and play a key role in contributing to an inclusive culture and a sense of belonging and connection.
Our aspiration:
· Diversity, inclusion, equity, and belonging are part of VMIA's culture.
· Everyone has a role to play.
· We support and advocate for diverse groups in our organisation and beyond.
How to apply
To submit your interest in this position please click the APPLY button and fill in your application. If you have any questions about the position or the application process, please email ***************@vmia.vic.gov.au.
We are committed to creating an inclusive workplace and encourage candidates from all gender identities, Aboriginal and Torres Strait Islander cultures, with disabilities, and from culturally diverse backgrounds to apply.
Please let us know of any accessibility needs to be considered during the recruitment process via ***************@vmia.vic.gov.au.
Other relevant information
Preferred candidates will be required to undertake pre-employment and misconduct screening including a national police check, and probity checks prior to commencing employment.
It is a requirement that employees attend for office-based days (minimum two days) at their primary work location. In line with this requirement, interstate applications will be considered only where the candidate is able and willing to relocate to Victoria, unless part of a border community.
