AddressThe role of Insurance Claims Contact Centre Claims (ICCC) Manager is to lead the Contact Centre and Teams servicing clients, members and claimants with overall responsibility for direct and indirect reports.
This role is both challenging and changing continuously as you will be expected to shape the future of the centre, be committed to delivering great claimant experience through a variety of channels including; Phone, Email, Chat and Correspondence. You will oversee the delivery of key strategic and operational goals, build strategic relationships with clients and internal Link Group stakeholders to ensure excellent service delivery and quality consistently.
You will be working closely with our operational teams within Insurance Services and form part of a seamless end-to-end claimant experience.
Key Accountabilities and main responsibilities
Strategic Focus
- Responsible for building high performing teams to ensure service levels are met and to prioritise and adapt work to align with organisational goals.
- Work in partnership with the broader leadership team to drive strategic direction and provide effective leadership.
- Deliver and champion continuous improvement initiatives so best practice is incorporated into the business.
- Establish and maintain strong working relationships with key internal and external stakeholders, to ensure alignment with and delivery of customer centric solutions against the overall strategy.
- Work within a dynamic, varied, complex and time critical environment to the highest quality standards without compromising risk and cost to service.
- Driving change and adapting to new technology and processes induced by the business / technology cycle.
Operational Management
- Ensure that all interactions and activities are oriented to the member experience.
- Ensure all teams work within the agreed operating model and all decisions are made within agreed authority limits.
- Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required.
- Implement and embed any strategic initiatives to improve quality, performance, and efficiency of the teams to facilitate best practice claims service for members.
- Maximise achievement of key performance targets
People Leadership
- Create and drive an organisational culture where employees are engaged and motivated through demonstrated leadership effectiveness.
- Support and assist Team Leaders with their people management functions and responsibilities. Ensure all people management responsibilities for the teams are completed effectively and on time. Develops team members to meet their potential, career goals and the organisation’s goals.
- Liaise with multiple internal departments so that processes are executed in the best interest of the member.
- Provide leadership and direction to all team members for the development of a high-performing teams, including coaching, effective performance reviews and quality selection decisions.
- Promote a One Link culture within the team encouraging collaboration and leveraging expertise across the business areas to deliver exceptional results.
- Promote a culture of high performance that values learning and a commitment to quality and customer centricity in line with Link’s core values.
Governance & Risk
- Ensure the development of a risk management culture, and effectively limit risk exposure to Link Group with strategies to mitigate risk.
- Ensure total compliance with statutory regulations including the mitigation of operational risk through the effective use of the incident management framework.
- Foster a proactive risk and compliance culture within the team and ensure all risk and compliance reporting and assurance obligations are met.
- Maintain awareness of the regulatory environment with respect to team functions.
- Leverage expertise to ensure that regulatory frameworks and compliance requirements are met, with adequate controls in place.
The above list of key accountabilities is not an exhaustive list and may change from time to time based on business needs. In addition, as the role is part of a global team travel and flexibility to work outside standard hours may be required in this role.
Experience & Personal Attributes
- Minimum 5 years’ operational management experience in large volume businesses.
- Ability to engage with senior stakeholders (both internally and externally).
- Ability to build high performing teams to deliver on key operational targets and service levels and plan, prioritise and adapt work to align with organisational goals.
- Ability to lead change and manage through ambiguity.
- Active leadership with the ability to motivate and engage staff and to create an environment that encourages innovation; develop people to meet their potential.
- Proven commercial acumen.
- Excellent negotiation and communication skills both verbal and written, including the ability to adapt communications to meet the needs of different audiences.
- Ability to build strong customer relationships and deliver customer centric solutions.
- Proven customer focus and a strategic mindset.
- Strong analytical and problem solving skills and methodologies.
- Strong quality assurance and staff development focus.
- Ability to set clear goals to achieve outcomes, take accountability and ownership of actions. and hold others accountable to meet commitments.
- Ability to effectively understand and manage operational risk.
- Strong MS Office skills in Word, Excel, PowerPoint.
- Client management experience.
- Knowledge of Superannuation legislation and best practice.
- Previous experience managing Team Leaders / Team Managers preferably in a Contact Centre environment.
Desirable:
- Formal tertiary qualification in business management or related discipline is desired.
- Previous experience leading Group Life teams.
- Experience in Insurance would be highly regarded for this role.
