Head of Gi Claims Design

1 week ago

Sydney, Australia iCare External Full time

**About the Role**

This role is responsible for leading the development of the General Lines (e.g. liability, property/ISR, construction, medical malpractice and professional lines) end-to-end claims process. This pivotal role will involve strategic consideration of how best to deliver claim services to government agencies, the designing and implementing of efficient claims approaches, engaging with key stakeholders across icare and government, ensuring system integration and enhancing the experience of those we serve.

**Benefits**
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- 17.5% annual leave loading
- icare day - access to an extra day’s leave
- Comprehensive learning and development support aligned to icare’s Core Capabilities.
- Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
- Access to our Employee Assistance Program

**Duties**

It’s an exciting time at icare where no two days are the same; as Head of GI Claims Design and Transition you will:
**Claims Process Design & Implementation**
- Develop a claims management service delivery strategy for the NSW government’s general insurance operations.
- Lead the end-to-end redesign of our claims management process, ensuring scalability, efficiency and alignment to the experience of those we serve.
- Map current state processes, identify gaps, and develop future state solutions to optimise claims handling, from intake through resolution.
- Establish standardised procedures and best practices for claims management, focusing on improving outcomes, reducing cycle times and enhancing customer satisfaction.
- Create comprehensive documentation, including process maps, standard operating procedures (SOPs), and training materials.

**Enhancement of the experience of Those We Serve**
- Design claims processes with a customer-first approach, ensuring a seamless and positive journey from claim initiation to resolution.
- Implement feedback loops and customer satisfaction metrics to monitor and continuously improve the claims experience.
- Collaborate with CX team to align claims processes with customer support strategies and expectations.
- Develop strategies to enhance communication with customers throughout the claims process, providing clear, timely, and empathetic updates.

**Stakeholder Engagement & Alignment**
- Collaborate with key internal stakeholders, including Underwriting, CX, Finance, Digital & Transformation, to ensure alignment of the new claims processes with broader business objectives.
- Facilitate cross-functional workshops and working sessions to gather input, drive consensus, and manage change effectively.

**Systems Integration**
- Partner with Digital & Transformation to design and implement claims management systems that support the new insourced model, ensuring seamless integration with existing platforms.
- Develop and oversee the testing, rollout, and continuous improvement of technical solutions, ensuring they meet business needs and compliance standards.

**Training Development**
- Develop and deliver comprehensive training programs and materials for the claims team, including onboarding guides, training manuals, and e-learning modules.
- Conduct training sessions and workshops to upskill employees on new processes, tools, and best practices.
- Establish feedback mechanisms to continuously improve the training content and delivery based on employee input and performance metrics.

**Project Leadership & Change Management**
- Manage the insourcing project from a claims perspective, including project planning, resource allocation, risk management, and timeline adherence.
- Lead change management initiatives to support the transition to insourced claims management, including communication plans and training programs.
- Drive continuous improvement initiatives, leveraging data and analytics to refine processes and enhance performance.

**Risk Management**
- Ensure all claims processes are designed in compliance with industry regulations, company policies, and industry best practices.
- Implement robust controls and monitoring mechanisms to mitigate risks and safeguard the organisation against potential liabilities.
- Conduct regular audits and assessments to ensure ongoing compliance and operational excellence.

**Skills & Experience**
- 10+ years of experience in claims management, with a focus on claims operations, process design, stakeholder engagement, and customer experience enhancement.
- Proven experience leading end-to-end claims operations or process design and implementation in an insourced or complex environment.
- Strong background in designing processes that prioritise customer satisfaction and communication.
- Knowledge of claims management systems, automation tools, and data analytics for process optimisation.
- Exceptional communication, collaboration, and stakeholder management skills.
- Demonstrated project ma

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