AddressThe role
The purpose of this role is to track, coordinate, and develop strategies that drive Compliance and advise The Head of Fraud & Claims investigations on opportunities to improve compliance and mitigate risk.
This role will also include but not be limited to the following:
- Development of team capability to achieve goals and build high-performance teams through a culture of coaching.
- Monitor productivity and results, reviewing individual and team performance reports, identifying trends, and providing feedback and coaching.
- Accountability for the team’s performance against set objectives.
- Deliver results through effective leadership, direction, coaching, and technical expertise
- Maintaining an up-to-date knowledge of products and services to coach and develop the teams to provide superior customer service.
- Design and implement work practices to gain efficiencies and reduce waste in processes to achieve successful operational outcomes.
- Monitor and manage incoming work volumes ensuring service levels are achieved.
- Maximise the imparting of technical knowledge to the team by way of mentoring and coaching.
- Maintain regular reporting and monitoring of team including monthly KPI’s.
- Provide constructive feedback and address any performance issues individually.
- Effectively communicate through engagement and collaboration with team members and the wider business.
- Keep abreast of relevant technical and industry developments.
- Provide technical guidance and act as an escalation point on complex claims and complaints.
- Promote a high-performance and high -integrity culture through staff engagement and productivity.
- Managing relationships with internal and external stakeholders.
- Report and escalate risk and compliance-related concerns, issues, and failures to management.
- Maintain effective claims resolution strategies whilst delivering on high levels of service.
- Work with leadership team to ensure consistency in claims assessment, process, and culture.
- Provide high level advice on queries for escalated calls, correspondence, and
- complaints as part of the day to day running of the team.
- Participate in call centre and customer service initiatives and programs to continuously improve team performance and customer experience.
- Run meetings and team presentations including training and announcements.
- Contribute to the development and implementation of strategic and operational activities
What experience you’ll bring
- Previous Team leader or equivalent experience.
- Extensive Insurance & investigative experience within the Australian Insurance Industry.
- Strong Stakeholder engagement, team, and management skills.
- Excellent training/presentation skills.
- An inclusive state of mind, an ability to work alongside a diversity of colleagues and values with unique perspectives.
- Previous experience in leading people and driving a collaborative, high-performance culture.
- Relevant experience in customer resolution and complaints management.
- A pro-active and energetic approach to help drives the business forward.
- Excellent relationship development skills applied within a customer service and Team Leadership role.
- Strong ability to coach, motivate and influence team members in a fast-paced environment with the ability to deliver difficult feedback constructively.
- Drive, commercially astute, capable of managing conflicting priorities.
- High level of energy and experience working within a structured service environment is sought.
- Demonstrated knowledge of the Insurance Contract Act, General Insurance Code of Practice, non-disclosure, and ‘utmost good faith' is preferable.
- A background in Motor claims functions is desirable.
- Technical motor claim handling experience – essential.
- Well-developed and demonstrated understanding of the legislative, regulatory, and
- compliance obligations to operate in the FSR environment
Our perks
- Extra leave - Enjoy additional leave days on us! You’ll receive a paid ‘ME’day andone paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
- Paid parental leave - We support our new parents with paid parental leave and other benefits.
- Workplace giving - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar-match your donations to registered charities.
- Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.
- Employee discounts - You’ll receive discounts on Budget Direct insurance products.
- Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
- Onsite facilities - There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.
- Get social - Join our vibrant social and community activities, including annual celebrations, family fun days, and regular events across each of our sites.
- Perks App - Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas.
If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.
Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.
