Address
Form of workEML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.
THE OPPORTUNITY
As part of our diverse team based in Parramatta, you will help make a positive impact on someone’s life every day. You will feel great satisfaction knowing your talent and hard work has a purpose.
The purpose of this role is to lead and coordinate a group of Case Management teams in delivery of services. Working as part of the leadership team, this role will be responsible for ensuring performance targets and organisational objectives are met while providing a high level of customer experience delivery to our stakeholders. This position also involves supervising the day-to-day work activity and the coaching and development of the team and its individual members.
This will be a full time, permanent position based in the Parramatta office, with flexibility to work from home.
YOUR RESPONSIBILITIES
Ensure teams have the resources necessary to deliver the customer experience
Coach and mentor team leaders to build the necessary people capabilities
Intervene in service delivery or personnel management issues as required
Act as an escalation point for customers seeking to engage above the team level, and oversight of complaints
Approval for recruitment proposals and candidate selection decisions
Manage budgets and coordinate expenditure in line with service delivery needs
ABOUT YOU
- Demonstrated track record of driving a successful customer focused operation through sustaining a highly engaged and motivated workforce
- Experience in identifying and addressing gaps in service delivery and implementing change for efficiency & increased customer experience
- People management skills, including team building, coaching and change management
- Experience in establishing and operating a sizeable service delivery centre
- Ability to work as part of a high-performance team based culture
- Minimum 5-years relevant leadership experience
WHAT WE OFFER
We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.
EML provides career opportunities and great employee benefits, including:
• A vibrant, collaborative innovative team culture
• Flexibility with opportunity to WFH when you are fully trained in your role.
• A corporate wellbeing program with discounted health insurance and gym membership
• Access to discounts at over 350 retailers through our Rewards Hub program
• Entitlement to an annual tenure and performance-based recognition reward
• Comprehensive learning and development support
• Companywide events to celebrate success.
• Quarterly Reward and Recognition Awards
• Up to 16 weeks paid parental leave, plus super
We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits. If this position is of interest to you, please apply now.
