AddressThe Insurance Team Leader is responsible for leading and motivating Frontline and Operations Support employees and ensuring service levels, operations targets, and compliance obligations are met. In conjunction with the Insurance Recoveries Manager, you will be accountable for individual and team performance objectives and motivating the team to exceed targets.
You will be required to collaborate with your peers to collectively promote a high-performance and cohesive environment, and demonstrate behaviours aligned with ARMA values. This will be achieved through role modelling behaviours that reinforce collaboration and remove siloed approaches, and encourage accountability and personal responsibility and continuous improvement, to deliver efficiency, customer satisfaction, and process improvements across the business.
MAIN DUTIES & RESPONSIBILITIES:
Daily
• Daily stand up and with team and discuss results against targets, daily strategy, and client focus areas
• Review and allocate work queues, inboxes, and setup phone dialler activity
• Resume work for individual on leave and/or allocate to other team members
• First point of contact for all customer escalations and complaints
• Manage employee enquiries regarding claim management and respond with recommended action or approach
• Clear and concise interaction with clients over phone and email providing recommendations and or updates when required
• Distribution of daily results against targets to department
• Adhoc tasks and management support where required
Weekly
• Coaching and training of frontline employees 1:1 and in group environment
• Weekly performance summary and development plan and strategy for subsequent week
• Review of aging portfolio and development of SMS, letter, and settlement campaigns
Monthly
• Scheduling and completion of monthly 1:1 discussion with team to discuss results
• Support in preparing and obtaining reporting data for client performance summaries
• Obtain data and
Quality and Data Security:
• Conform to requirements of ARMA’s Quality & Information Security Management System, including privacy and confidentiality requirements.
• Participate in internal and external audit of the Quality Management System.
DESIRED FORMAL QUALIFICATIONS:
• 3-5 years general claims management preferred.
• Previous experience managing teams preferred
• Business related discipline preferred
DESIRED COMPETENCIES:
General
• Understanding of the Quality & Information Security Management System requirements as documented in the policy manual and procedures
• Highly developed communication skills with the ability to demonstrate emotional intelligence, specifically in displaying respect and empathy.
• Strong time management, problem-solving, conflict resolution, and organisational skills
• Ability to adhere to deadlines while balancing a high-volume and fast-paced workload.
• Possess an advanced level of attention to detail
• Advanced understanding of Australian Road Rules and law of negligence as role relates to motor vehicle accidents
• Self-motivated with a healthy initiative and ability to work as part of a team and
Autonomously
Computer
• Microsoft Office: Word, Excel, PowerPoint
• Internet
• Databases
• Collexus
POSITION COMPLEXITIES
The role requires a flexible approach, being comfortable working either as part of a team or independently as required in an office environment. There is a need to adapt quickly to a variety of client environments with the capacity to interact effectively with a range of internal and external stakeholders.
