Team Leader Desktop Home Assessing

Overview

The Desktop Home Assessing Team Leader guides and oversees the Desktop Home Assessing Team, responsible for virtual assessments of impacted properties, cost validation, ensuring high scope accuracy and end-to-end management of claims assigned to them.

Position Accountabilities

• Drives values and culture - Our leaders embed our High Performance with High Integrity culture with accountability and transparency.
• Commercial Acumen – create an operational setting that connects people to the delivery of strategy and the management of day-to-day risks.
• Manage Complexity – identify opportunities to continuously improve an operating rhythm that intertwines people, process and systems to deliver high fidelity customer, employee and business experience.
• Execution Excellence - accelerate delivery and eliminate rework through disciplined execution, agility and clear KPIs.
• Develops People - develop, foster and embed new and successful capabilities to create sustainable growth.

Coaching and Continuous Improvement

• Continuous coaching of team members in the areas of:
  • Scoping accuracy
  • Cost validation
  • Compliance
  • Project coordination and management
  • Usage of virtual assessing software
  • Virtual assessment techniques
• Provide constructive feedback for continuous improvement and increased capability.
• Operate within and improve the Home Claims Operating Model through interpretation of operational reporting and supplied analytical information to support daily, weekly and monthly priorities.

People Leadership

• Lead, monitor and inspire the team to execute a high standard of service and process adherence.
• Manage team members in accordance with company policies and employment laws, applying HR procedures (e.g., safety, wellness and health, workplace behaviour, performance improvement).
• Demonstrate and advocate a commitment to the company values.
• Provide guidance and support to team members to enhance skills and achieve career goals.
• Handle escalated claims, complaints and other matters of complexity.
• Regularly evaluate performance, set clear expectations, and work with team members to identify and achieve targets.

Cost Control

• Implement cost control strategies to deliver cost outcomes to plan.
• Refine existing cost control strategies in line with business objectives.
• Identify areas of improvement throughout the Home Claims Value Chain.

Relationship Management

• Build and maintain relationships with internal and external stakeholders.
• Provide constructive feedback to stakeholders.

Performance and Progress Reporting

• Provide on-the-ground insight to contribute to development and implementation of strategic and operational activities to improve claims performance.
• Provide input into ongoing process and system development.
• Provide input into staffing requirements and recruitment.
• Track, monitor and report on KPIs, ensuring productivity and quality metrics meet internal expectations.

What Experience You'll Bring

• Experience managing a team of professionals and operating effectively as part of a team with accountability for business results.
• Proven ability to lead, performance manage, coach and mentor a team.
• Strong change-agility.
• Previous estimating experience preferred.
• Exceptional time management and organisational skills.
• Strong verbal communication skills, effective with both customers and industry professionals when negotiating best business outcomes.
• Strong, accurate written communication skills, including report writing.
• Minimum 2 years' experience in Home Assessing or Building Industry.
• Demonstrated experience in building effective business relationships with multiple stakeholders.
• Insurance experience preferred, but not essential.
• Operational reporting literacy.

The Benefits of Working at Auto & General

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - volunteer days, paid parental leave and the opportunity to purchase additional leave.
• Grow with us - learning and professional development opportunities.
• Give back - involvement in volunteering, fundraising and donation opportunities through our community programs.
• Take care of yourself - wellbeing resources, mental-health support and fitness discounts.
• Celebrate the wins - access to on-site events, family days and annual celebrations.
• Save money - discounts on insurance products and partnerships with retailers and providers.
• Employee rewards and recognition platform with personalised rewards, peer-to-peer recognition and exclusive discounts.

About Us

Auto & General (A&G) is the fastest-growing major motor and home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for customers and community. Our range includes Car, Motorcycle, Home, Contents, Pet and Travel products, delivered through our multi-award-winning Budget Direct brand and partnerships with ING, Qantas, Virgin Money and Coles Insurance.

Equal Opportunity

Auto & General values individual differences and fosters an inclusive culture that creates a great place to work for all.

Application Information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Insurance

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