Manager End to End Service Delivery

1 week ago

Eight Mile Plains, Queensland, Australia RACQ Full time

Description

RACQ is searching for a driven and experienced Manager to join our Motor Claims business. . In this crucial role, as Manager, Motor End to End Service Delivery you'll be responsible for leading and improving our Member service delivery, operational efficiency, and financial outcomes across Motor Claims, Assessing, and Partnership teams.

In this role, you will be responsible to:

  • Lead, manage, and coach frontline leaders and teams in resolving escalated motor complaints and compliance matters.
  • Drive improvements in member experience, internal efficiency, and claim outcomes through influencing others
  • Uplift risk maturity though motor incident and management action insights and resolution
  • Undertake root cause analysis across various member feedback sources to inform and improve ways of working between claims & Assessing pertaining to member experience.

About you:

  • Extensive industry knowledge and a strong working knowledge of relevant legislation, regulations, and compliance frameworks.
  • Strong understanding of Claims and Assessing processing workflows and controls.
  • Excellent problem-solving skills with the ability to identify root causes and drive solutions.
  • Proven leadership, coaching, and mentoring experience.
  • Strong communication and interpersonal skills to negotiate and influence stakeholders at all levels.
  • A demonstrated history of sound decision-making, prioritising effectively, and achieving results.
  • In-depth knowledge of RACQ products and procedures.

Why join RACQ?

It is an exciting time to be part of RACQ as we continue our transformation towards better, smarter solutions that deliver more security and prosperity for Queenslanders. We are big enough to make a real difference in our community, yet small enough to nurture your professional and personal development.

By joining RACQ, you'll be part of new sustainability initiatives, including a commitment to being a carbon neutral organisation by 2030. We've invested in and partnered with sustainable companies, including the introduction home solar and batteries, Green Home and Car Loans, and many other products and initiatives. We'll continue to advocate for, research, and offer green solutions.

RACQ is committed to ensuring that every employee has access to flexibility in their role. We encourage all candidates to discuss what flexibility means to you, and how we can help you find your balance.

At RACQ we are passionate about building a diverse and inclusive workplace to create better outcomes for our employees and our members. We aim for our teams to be a true reflection of our communities and are committed to inclusion particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment. Applicants from these and other diverse backgrounds are encouraged to apply. If you have any support or access requirement, please advise us at the time of applying.

What we offer you:

Our employee benefits are designed to enrich your work life, your home and the community you live in, some of these include:

  • Financial benefits and discounts on a range of banking, assistance and insurance products
  • Give back to our communities with paid volunteer leave, payroll giving and volunteering for community events such as MotorFest and EKKA.
  • A range of flexible working and leave options, parental leave of 13 weeks primary carer leave, purchased leave up to 4 weeks per year, cultural observance leave, substitution of public holidays for cultural/religious reasons, personal leave for wellbeing, gender affirmation leave.
  • Prioritise your wellbeing with discounts on health programs and access to wellbeing initiatives such as yoga, mindfulness and free and confidential Employee Assistance Program (EAP).
  • Invest in your development with in-house development programs and access to 80,000+ online courses.

You can check out all our employee benefits at

Ready to apply to do good stuff daily?

Please Note: to objectively and comprehensively assess your potential and suitability for the role, RACQ may require you to complete video interviews, psychometric assessments and/or criminal history check as part of the application process. If you require any adjustments during the application process, please advise the RACQ Careers team.

Questions? Please contact or visit

RACQ is a 'Circle Back Initiative' employer – we commit to respond to every applicant.

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