Team Leader, Claims Care

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Job Description

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow, and deliver better outcomes for members.

Job Description

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow, and deliver better outcomes for members.

Your New Role

Reporting to the Manager, Customer Care this role oversees a claims team of case managers and seniors. The key responsibility is to guide the team in providing prompt, high-quality case management with compassion and empathy throughout the process.

You will oversee service delivery, manage several priorities, and work to achieve all service targets with attention to member needs. Leadership abilities, problem-solving skills, and experience developing solutions to improve the member experience are required. You will provide day-to-day leadership and direction to a claims team, ensuring efficient and professional handling of claims while motivating and inspiring the team by demonstrating commitment to the Fund's values.

Key Duties Include But Are Not Limited To

• Demonstrate and deliver active operations management balancing the cost, quality and service to provide an improved level of service and experience for Members and their representatives.
• Drive a strong service and excellence-oriented culture with accompanying KPIs.
• Manage daily workforce planning to ensure adequate and equitable distribution of workloads.
• Analyse team performance metrics and trends to identify strengths, challenges and areas for improvement.
• Lead the team to operate and make decisions according to the Fund's Policies, Standards and Procedures and the Fund's Key Decision Registers and the delegated authorities.
• Ensure that 1:1 feedback, half yearly performance reviews and effective career development plans are in place for the team.
• Assisting with recruitment, onboarding and training of new colleagues.
• Work in partnership with our external partners to ensure best outcomes for members and their representatives.
  
  

What You'll Need

• At least three years' leadership experience in life insurance and insurance claims management.
• Proven experience in management, inclusive of workforce planning and workforce management.
• Proven ability to assist with complex queries related to insurance and claims in real time.
• Demonstrated commitment to delivering exceptional service.
• Experience with leading teams through change.
• High level of operations management skills and ability to manage operational teams to build highly engaged and productive teams.
• Well-developed written and oral communication / interpersonal skills with the ability to present ideas, perspectives, and issues to senior management.
• Excellent organisational skills with the ability to prioritise and manage the range of tasks required of this position.
  
  

Desired

• Tertiary qualification in financial services, superannuation RG146 or risk management.
  
  

Life at AustralianSuper

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

What's Next

Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

Australian or New Zealand citizenship or Australian permanent residency status is required.

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https://www.australiansuper.com/careers/candidate-privacy-notice

Agencies please note: this vacancy is being managed directly by AustralianSuper's Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionFinance and Sales

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