Capability Specialist

2 weeks ago

Melbourne, Australia Gallagher Full time

About Us:
Gallagher is a global leader in insurance, risk management and consulting services. We help businesses grow, communities thrive and people prosper. We live a culture defined by _The Gallagher Way_, our set of shared values and guiding tenets. A culture driven by our people, over 40,000 strong, serving our clients with customized solutions that will protect them and fuel their futures.

At Gallagher, you can build a career whether it’s with our brokerage division, our benefits and HR consulting division, or our corporate team.

Overview:
**About the Role**

**Responsibilities**:
**In this position, your responsibilities will include**:

- Supporting the capability development of Operational staff in ‘on-the-job’ environments
- Regularly engaging with Team Managers to ensure the Skills Matrix template accurately describes the key tasks of the role and that the benchmark dates for completion are correct
- Utilising the Skills Matrix (and Professional Standards Framework when operational) to determine the capability gaps of team members following initial training
- Providing ‘on the-job’ technical, service and operational training and face to face coaching with Eligibility Officers (new staff or transferred staff) to assist in making timely and quality determinations
- Developing a mutually cooperative and personalized approach to coaching Eligibility Officers in the Eligibility Branch to maximize their ability to determine customer’s benefits
- Following the Capability Enablement Model for structured engagement and feedback around capability build with Eligibility Officers
- Communicating feedback to Team Managers in line with the Capability Enablement model.
- Being flexible and fluid in a dynamic environment with an ability to change direction with evolving strategies and priorities.
- Utilising advance emotional intelligence capability to anticipate the need of customers both internally and externally.
- Work closely with internal stakeholders to ensure consistency across portfolios and timely and quality determinations.
- Attending eligibility team meetings and support the business unit by utilising your knowledge and championing and implementing changes.
- Reviewing Injured Worker Survey team results for areas of focus and development within each team and provide support and development to address.
- Actively participating in the continual improvement and evolution of the GB Service Framework.
- Attending monthly Customer and Capability Specialist team meeting to proactively discuss trends, focus areas and action plan.

Qualifications:
**About You**

**We're looking for Coaching experts who also have**:

- Minimum of 3 years technical Workers Compensation Experience
- Experience within VIC Eligibility, Whole Person Impairment (WPI), Worker Injury Damages (WID), PIAWE, Work capacity Decisions (WCD) or other Technical Specialisation
- Knowledge of relevant Workers Compensation Acts and Legislative requirements
- Demonstrated focus on quality, accuracy and attention to detail.
- Strategic thinking capability and a Continuous Improvement mindset
- Excellent communication skills and proven experience in a coaching capacity
- Experience in identifying patterns or trends that require corrective action across operations
- Expert ability to influence stakeholders

**To apply**

**If this sounds like the ideal opportunity for you - we want to connect**

GB is an Equal Opportunity Employer and as a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace.

**To be considered for this opportunity you must have right to live and work in Australia when applyin**
**g.**

**Agency applicants will not be considered for this position.

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