Leader - Claims

Leader - Claims Team

• Permanent Role
• Adelaide Location

The Leader is responsible for leading and managing a Terri Scheer Claims Team whose focus will be to manage Event Claims which will encompass the delivery of a sustained level of service to customers, both Landlords and Property Managers ensuring Code of Practice time frames are consistently adhered to and settlement is in line with Policy Wordings.

You will also actively participate in the achievement of strategic business goals.

More Specifically, you will:

• Provide exceptional leadership, support, mentoring and direction to the Claims Team
• Meet or exceed individual and team members Score Card objectives.
• Develop a high-performance culture within the team, providing one on one training to new staff.
• Drive and maximise productivity, at both individual and team level.
• Develop and nurture effective working relationships with all team members, internal and external customers and stakeholders.
• Demonstrate Suncorp Leader Profile behaviours - leading by example.
• Take responsibility for individual personal development plans and professional learning goals.
• Positively contribute to the efficient and effective functioning of the team in order to meet organisational objectives.
• Ensure through appropriate training and monitoring that claims settlements are applied appropriately.
• Monitor and reduce potential leakage through claim review process.
• Reduce average claim costs by facilitating and implementing improved processes to deliver greater efficiencies.
• Minimise claims expenses by ensuring all recoveries are actioned in a timely manner.
• Drive a positive risk culture and risk governance framework.
• Ensure compliance with laws, regulations, industry codes and organisational standards and report any breaches as they occur.
• Maintain strong relationships with Technical Service Advisors and IDR Teams to ensure fair and disciplined settlements of claims.
• Claim payment authority up to $1,000,000.
• Adhere to TS Claims Team Service Level Agreement to ensure superior claims experience for our customers.
• Liaising with all Claims Leaders, internal and external stakeholders to ensure support is delivered in a timely manner.
• Respond effectively to customer enquiries and complaints.
• Monitor Geneysis queue reports to ensure team members are logged in and available.

About You:

• Diplomas of Financial Services (Insurance) desired
• 2 years leadership experience desired
• Self-starter and self-disciplined.
• Customer service.
• Knowledge & understanding of the market.
• General insurance sales & service.
• Demonstrated organisational and time management skills.
• Planning and strong communication skills
• Knowledge and understanding of compliance requirements.

Key Capabilities/Technical Competencies:

• Thorough knowledge of TS business operations including strategic objectives
• Thorough knowledge and understanding of NURV operating system.
• Understanding of and willingness to work within Suncorp policies.
• Ability to absorb new technical information in a timely manner and to be able to effectively communicate that information to team members.
• Ability to self-motivate, take responsibility and be accountable.
• Task and goal oriented, with a sense of urgency and commitment to quality.
• Able to identify & evaluate individual knowledge and skill gaps.
• Able to make quality decisions in a quick and timely manner and when exposed to pressurized situations.
• Preparedness to use initiative and problem-solving skills.
• Advanced organisational and time management skills to control and schedule workloads to deliver on demanding service standards.
• Advanced communication (written & oral) and interpersonal skills with demonstrated ability to liaise and negotiate with colleagues, suppliers and customers at all levels.
• Able to motivate staff and positively influence team members in a busy and pressurized environment.
• Able to work effectively within a team environment.
• Able to successfully create and execute a personal development plan to move individual and team performance and improve results.
• Competent user of PC and database application.

What we can offer you:

• Discounts and offers on a range of retail favourite stores as well as banking and insurance products.
• A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.
• Invest in your brighter future with ongoing study support and career development programs.
• Give back to our communities with payroll giving, donation matching and paid volunteer leave.
• Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.

About Suncorp Group:

We're proud to be a part of the Suncorp Group family alongside some of Australia's most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most - while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own career. Whether you're guiding people through life's biggest moments or providing them with support in times they need it most, you'll be driven forward by our shared customer obsession and supported at every step of the journey.