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SalaryLocation: Brisbane, Australia
Role Purpose:
This position will oversee the daily operations of the 24/7 Travel & Medical Operations department. The role is responsible for the management of all end to end functions associated with the operational claims management of all travel/medical claims.
The role is responsible to ensure the team meet their key objectives while providing exceptional service to end customers requiring medical assistance while maintaining a positive workplace culture. The role will lead, develop and support the department Team Managers/Leaders.
This role will ensure compliance with the licensing requirements under the Corporations Act 2001, General Insurance Code of Practice, contract obligations and relevant legislations including management and financial reporting.
Key Responsibilites include:
Claims and Medical Management
- Oversees the processing of effective and consistent claims processing that is in accordance with the relevant Codes, legislations, and contractual arrangements across each claims function.
- Ensure highly contentious and complex cases are well managed by team members and communicated to the appropriate stakeholders in a timely manner.
- Ensure claims leakage is managed to company standards, improving profitability of the claims book by ensuring staff adherence with claims policies.
- Works with stakeholders to audit claims processes to ensure integrity and improvement within each claims function
- Works to achieve cost reductions without degradation of service.
- Ensure overall compliance with all Licensing and Code requirements
- Demonstrated understanding of Claims as a Financial Service licensing obligations as per Corporations Act 2001
- Comprehensive knowledge of General Insurance Code of Practice 2020
- Comprehensive knowledge of all applicable Regulatory Guides relevant to Claims Handling (including but not limited to RG271, RG78 etc.)
- Ensure all team members complete Compliance training modules prior to due dates.
- Drive a culture of optimum customer service delivery at all times.
- Ensure the operational efficiency of the department whilst ensure superior customer service is provided.
- Ensuring that the expected level of service is always delivered to clients and their customers and prospects at all times.
- Manage the learning outcomes resulting from customer feedback into the team and drive change.
- Provide guidance and leadership to team members working within the department in
- Support the leadership team in trouble shooting on complex cases and escalation of complaints.
- Support and empower team leaders to determine measures and drive measurable results in key performance areas.
- To develop and implement the required operational systems, process and delivery and objectives.
- Transform operational processes to ensure greater digitalisation and management of the claims processes.
- Implement initiatives to drive operational efficiency and external cost control.
- Previous Claims Operations leadership experience.
- Demonstrated ability to be highly motivated and operate with little supervision using initiative, sound reasoning and strong listening and decision making skills.
- Demonstrated in-depth understanding of heavily regulated Claims Handling environment.
- Demonstrated ability to deliver results in a high pressure fast paced professional services environment.
- Possesses excellent verbal, non-verbal and written communication skills when dealing with all levels of staff throughout Allianz Global Assistance as well as individuals external to the organisation.
- Displays exceptional attention to detail and the ability to analyse information to identify problems and develop appropriate solutions.
- Demonstrates strong organisational and reporting skills, maintaining continual control over the job duties delegated
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