Head of Platform Travel

1 week ago

Brisbane, Queensland, Australia Allianz Full time
What you do:As part of the Insurance Operations Department, the Head of Platform Travel & Medical Assistance is responsible for the management of all end to end functions associated with the claims management of all travel claims and medical services for Allianz Global Assistance.

The incumbent will provide work directly with the Regional Chief Operations Officer and Insurance Operations Leaders to set the department's direction, plan the service delivery model within the agreed budget and customer satisfaction targets.

This role will own the development and maintenance of productive, high quality working relationships with a wide range of local and global stakeholders.

The Head of Platform Travel & Medical Assistance will ensure compliance with the General Insurance Code of Practice, contract obligations and relevant legislations including management and financial reporting.

As Head of Platform Travel & Medical Assistance you are a people leader, responsible for the development of a productive team environment fostering commitment to the Allianz People Attributes. Part of this role will include enhancing staff engagement and retention while empowering and developing people to deliver exceptional customer experiences every day.

Working with your direct reports, you will set the department's direction and plan the service delivery model required to meet partner contractual deliverables, ensuring key KPI's are consistently met and exceeded in delivering to our premium customer base. This role will oversee the management of all customer contact staff, related support staff, and network management teams to achieve operational excellence.

What your key responsibilities are:

Medical and Travel Claims Management
  • Oversees the ongoing maintenance of effective and consistent claims processes that are in accordance with the relevant legislations across each claims function.
  • Works with Quality and Performance to audit claims processes to ensure integrity and improvement within each claims function
  • Leverages group relationships to identify and create opportunities for improving claims processes across the unit and establishing cost effective use of labour pools.
  • Works to achieve cost reductions without degradation of service.
  • Ensures technology and other enhancements are explored to ensure optimisation of customer experience and process enhancements are achieved.
  • Develops understanding of actuarial and reserve management analysis and relationship with claims.
  • Has an intrinsic knowledge of the average cost of claims.
  • Imports new risk ratings for claims assessments based upon claims type and segmentation of claim.
  • Develops strong relationships with the underwriting and actuarial teams to understand and explain claims patterns and impacts on reserves
  • Ensure highly contentious and complex cases are well managed by team members and communicated to the appropriate stakeholders in a timely manner.
  • Appropriately informs executive management of key issues to manage key intermediary relationship and market and brand perceptions.
  • Oversee ongoing review and implementation of efficient and effective processes which ensure customer safety and well-being in relation to travel and medical assistance/services in a cost-effective manner
  • Review decisions on escalated high cost claims to consider implications for policy coverage and company external positioning in accordance with the relevant legislations.
  • Ensure claims leakage is managed to company standards, improving profitability of the claims book by ensuring staff adherence with claims policies.
  • The incumbent will be able to apply a highly developed understanding of underwriting principles to claims functions in order to clearly define and outline accuracy, frequency, trends and costs origination and drivers of claims.
Strategic Growth and Transformation
  • To monitor and review the required operational systems, process, and delivery platforms through annual operation plans to support the company's strategic direction and objectives.
  • Maintain and review claims operational processes to ensure greater digitalisation and management of the claims processes.
Risk Mitigation
  • Ensure processes and systems are in place within the departments to ensure that risks are mitigated for the organisation in relation to travel claims, medical assistance, repatriation of customers and pre-existing assessments.
Customer Centric
  • Passionate about achieving the best customer experience at every touch point, while ensuring department performance indicators are met.
  • Ensure the operational efficiency of the departments whilst ensure optimum customer service is provided.
  • Support the Sales division with key client pitches and relationship management when required.
Team Management
  • Provide guidance and leadership to team members working within the department to achieve the key result areas of the organisation's strategic goals.
  • Act as a positive role model to all employees by always respecting individuals, working collaboratively, sharing experience and by being a mentor.
Budget Management
  • Development and implementation of annual business plan, budget and achievement of agreed outcomes and key performance indicators for Claims, Medical and Recoveries Unit.
  • Oversees recoveries practices to maximise opportunities to secure recoveries and improve claims recoveries.
GCC Relationship and KPI Management
  • Builds effective relationships with matrix managers to ensure good understanding of both local and global strategy and needs.
  • Develops key working relationships with managers and key staff within the GCC.
  • Ensure performance and standards of the GCC are met with agreed SLAs.
  • Reports activity and progress of initiatives (both local and across GCC) to ensure effective delivery of the claims service from both platforms.
As the successful candidate you will be able to show experience having:

Leadership and Supervision
  • To monitor and staff to enable timely, efficient and innovative solutions to the Allianz Global Assistance business
  • Ensure necessary unit support (both internally and externally) to enable the production, development and support of operating systems within the claims platform.
  • Manage team performance individually and as a group to ensure KPI achievement and maintenance of professional standards within the Industrial Instrument relevant to your team members
Learning and Development
  • To ensure that staff learning and development requirements are met in-line with Operational and Human Resources strategy
Workforce Planning
  • Ensure key positions are always risk managed to prevent skill / knowledge gaps in teams
  • Ensure appropriate strategies to assist retention in team
  • Ensure that the team is adequately resourced with the appropriate skills and experience
Recruitment
  • Proactively involved in the recruitment process
  • Ensure position accountabilities are completed for each direct report
  • Ensure selection criteria is developed and adhered to during recruitment process
Customer/Client Management
  • Ensuring that the expected level of service is always delivered to Clients and their customers and prospects at all times
  • Developing and maintaining effective business relationships with key stakeholders across the business
  • Develop and maintain effective relationships that may reasonably provide future business opportunities
  • Ensure customer complaints and comments are resolved promptly
  • Manage the learning outcomes resulting from customer feedback into the team
  • Ensure effective relationships are built with global Managers and stakeholders.
  • Provide administrative support in the implementation of strategies and campaigns and assist with the co-ordination of any associated procedures in relation to new products, services or campaigns
Reporting
  • Ensure agreed deadlines are adhered to at all times for reporting and implementations
  • Assist in the preparation of product presentations, proposals and reports
  • Timely delivery of required reports to Clients
49718 | Operations | Management | Non-Executive | Allianz Partners | Full-Time | Permanent .

  • Head of Sales

    2 weeks ago

    Brisbane, Queensland, Australia Topdeck Travel Full time

    Position:Head of Sales – Global TouringContract type:Full time permanentBased:BrisbaneRegion:APACDepartment:SalesReporting to:General Manager - APACGlobal Touring is seeking a unicorn for our new Head of Sales —dynamic, pragmatic, and strategic, yet possessing a visionary flair that breaks the mold. We're on the lookout for a leader who can orchestrate...

  • Head Of Sales

    2 weeks ago

    Brisbane, Queensland, Australia Topdeck Travel Full time

    Position: Head of Sales – Global Touring Contract type: Full time permanent Based: Brisbane Region: APAC Department: Sales Reporting to: General Manager - APACGlobal Touring is seeking a unicorn for our new Head of Sales —dynamic, pragmatic, and strategic, yet possessing a visionary flair that breaks the mold.We're on the lookout for a leader who can...

  • Head of Sales

    2 weeks ago

    Brisbane, Queensland, Australia Topdeck Travel Full time

    Position: Head of Sales – Global Touring Contract type: Full time permanentBased: Brisbane Region: APAC Department: SalesReporting to: General Manager - APACGlobal Touring is seeking a unicorn for our new Head of Sales —dynamic, pragmatic, and strategic, yet possessing a visionary flair that breaks the mold. We're on the lookout for a leader who can...

  • Travel Systems Team Leader

    2 weeks ago

    Brisbane, Queensland, Australia FCM Travel Full time

    Hello, Hej, 你好, Salut We are looking for a Travel Systems Team Leader to join in the team in Broadbeach Ignite Travel Group is an award-winning travel company (NTIA Most Outstanding Online Travel Agency 2), and Australia's largest travel advertiser, delivering incredible holidays and trailblazing win-win-win models for our people, customers, and...

  • Head of Finance Operations

    2 weeks ago

    Brisbane, Queensland, Australia Corporate Travel Management Full time

    About CTMCorporate Travel Management (CTM) is a global leader in business travel management services. We drive savings, efficiency, safety and sustainability to businesses and their travellers in every corner of the world. Its proven business strategy combines personalised service excellence with client-facing technology solutions to deliver a return on...

  • Platform Lead

    2 months ago

    Brisbane, Queensland, Australia Flight Centre Alumni Full time

    Hello, Hej, 你好, Salut At Flight Centre Travel Group (FCTG) our purpose is to 'open up the world for those who want to see'. Every day, we give people all around the world the opportunity to experience something amazing – travel As the Platform Lead, you'll provide technical expertise and support across key travel platforms within FCTG Leisure Brands....

  • Head Of Sales – Global Touring

    2 weeks ago

    Brisbane, Queensland, Australia Topdeck Travel Full time

    Position: Head of Sales – Global TouringContract type: Full time permanent Based: Brisbane Region: APACDepartment: Sales Reporting to: General Manager – APACGlobal Touring is seeking a unicorn for our new Head of Sales —dynamic, pragmatic, and strategic, yet possessing a visionary flair that breaks the mold.We're on the lookout for a leader who can...

  • Head of Sales

    2 weeks ago

    Brisbane, Queensland, Australia Topdeck Travel Ltd Full time

    Position: Head of Sales - Global TouringContract type: Full time permanentBased: BrisbaneRegion:APACDepartment: SalesReporting to: General Manager -APACGlobal Touring is seeking a unicorn for our new Head of Sales —dynamic, pragmatic, and strategic, yet possessing a visionary flair that breaks the mold. We're on the lookout for a leader who can orchestrate...

  • Head of Sales – Global Touring

    2 weeks ago

    Brisbane, Queensland, Australia Topdeck Travel Full time

    Position: Head of Sales – Global TouringContract type: Full time permanentBased: BrisbaneRegion: APACDepartment: SalesReporting to: General Manager – APACGlobal Touring is seeking a unicorn for our new Head of Sales —dynamic, pragmatic, and strategic, yet possessing a visionary flair that breaks the mold. We're on the lookout for a leader who can...

  • Head Of Sales – Global Touring

    2 weeks ago

    Brisbane, Queensland, Australia Topdeck Travel Full time

    Position: Head of Sales – Global TouringContract type: Full time permanentBased: BrisbaneRegion:APACDepartment: SalesReporting to: General Manager –APACGlobal Touring is seeking a unicorn for our new Head of Sales —dynamic, pragmatic, and strategic, yet possessing a visionary flair that breaks the mold.We're on the lookout for a leader who can...

  • Head of Client Management

    2 weeks ago

    Brisbane central business district, Queensland, Australia Corporate Travel Management Full time

    About CTMCTM is an award-winning provider of innovative and cost-effective travel management solutions to the corporate, events, leisure and loyalty travel markets. Its proven business strategy combines personalised service excellence with client-facing technology solutions to deliver a return on investment to clients. CTM was founded in 1994 in Brisbane,...

  • Head of Sales, Travel

    2 weeks ago

    Brisbane, Queensland, Australia Allianz Partners Full time

    Location:Brisbane, AustraliaRole Purpose:As the Head of Travel, you play a crucial role in the Sales and Distribution team. You will oversee the B2B2C Complimentary and Retail Travel lines of business at Allianz Partners Australia, ensuring sales targets are consistently met and exceeded, client relationships are nurtured, and profits are maximized.Reporting...

  • Head of Global Learning and Development

    2 weeks ago

    Brisbane, Queensland, Australia Flight Centre Travel Group Full time

    Job no: 519858Brand: Flight Centre Travel GroupWork type: Full timeLocation: QueenslandCategories: People & CultureShape the Future of Learning: Head of Global Learning and Development Are you a passionate L&D visionary with a global mindset?_Headquartered in Australia's most liveable city, Brisbane, Flight Centre Travel Group is looking for a bold and...

  • Platform Owner- Financial Crime

    2 weeks ago

    Brisbane, Queensland, Australia Bank of Queensland Full time

    About the RoleAre you ready to take technical ownership and lead the fight against financial crime? As a Platform Owner at BOQ, you'll be the technical maestro for 14 platforms that prevent and manage financial crime across the BOQ group. You'll ensure smooth day-to-day operations, maintain compliance, have a strong approach to governance and drive...

  • finance data analyst

    2 weeks ago

    Brisbane, Queensland, Australia Corporate Travel Management Full time

    27th May, 2024 ABOUT CTMCorporate Travel Management is a global award-winning provider of innovative and cost-effective travel management solutions to the corporate, events, and loyalty travel markets. Our proven business strategy combines excellent personalised service with proprietary client-facing technology solutions to deliver a return on investment to...

  • Transactional Finance Travel and Expense

    2 weeks ago

    Brisbane, Queensland, Australia De Beers Group of Companies Full time

    **Company Description Taking the lead means having support. Lead the way with confidence, knowing we've got your back.**As Global Shared Services (GSS), our commitment to partnership is at the core of our values. As a global business partner, we deliver flawless transactional, value added and customerfocused services to support the Anglo-American...

  • Head of School

    3 months ago

    Brisbane, Queensland, Australia University of Southern Queensland Full time

    Job SummaryAs a member of the Faculty Executive Group, the Head of School will apply their innovative and entrepreneurial vision to enhance the School's curriculum cognisant to the needs of a diverse student body and various modes of delivery (including online and blended learning). The Head of School will also work collaboratively to strengthen the School's...

  • finance data analyst

    2 weeks ago

    Brisbane, Queensland, Australia Corporate Travel Management Full time

    27th May, 2024 ABOUT CTM.Corporate Travel Management (ASX: CTD) is a global award-winning provider of innovative and cost-effective travel management solutions to the corporate, events, and loyalty travel markets. Our proven business strategy combines excellent personalised service with proprietary client-facing technology solutions to deliver a return on...

  • Platform Administrator

    2 weeks ago

    Brisbane, Queensland, Australia People's Choice Full time

    About the role We have an exciting opportunity for a Platform Administrator to join our Payments and Cards team. As a Platform Administrator, you will be a subject matter expert (SME) for Payments & Cards platforms across the organisation including NPP, PayTo, Direct Entry, Cards and Switch. The role is responsible for providing operational support,...

  • Travel Consultant

    2 weeks ago

    Brisbane, Queensland, Australia Cruiseabout Full time

    JOB NO: 519269BRAND:CRUISEABOUTWORK TYPE: FULL TIME, HYBRID, PART TIME, REMOTELOCATION:QUEENSLANDCATEGORIES: LEISURE TRAVEL & RETAILIt's time to jump ship for a career that floats your boat Cruiseabout is back and we're boarding now, looking for experienced cruise professionals to join our team. We'd love to hear from you if you're a passionate cruise expert...