Service Manager, Insurance Administration, Exits
2 weeks ago
**The Role**
The role of the Service Manager - Insurance Administration, Exits and Underwriting is to lead Insurance Services teams servicing clients, members & claimants through out the insurance journey, with overall responsibility for direct and indirect reports.
The Service Manager will oversee the delivery of key strategic and operational goals of the Insurance Services team, building strategic relationships with clients and internal MUFG Pension and Market Services stakeholders to ensure clients receive excellent service delivery, consistency, and quality. The focus for this role is to manage payments, exits and underwriting.
**Key Accountabilities and main responsibilities**
- Work in partnership with the broader leadership team to drive strategic direction and provide effective leadership
- Deliver and champion continuous improvement initiatives to ensure that best practice is incorporated into the business
- Establish and maintain strong working relationships with key internal and external stakeholders, to ensure alignment with and delivery of customer centric solutions against the overall strategy
- Work within a dynamic, varied, complex and time critical environment to the highest quality standards without compromising risk and cost to service
- Driving change and adapting to new technology and processes induced by the business / technology cycle
- Ensure that all interactions and activities are oriented to the claimant/member experience
- Ensure all teams work within the agreed operating model and all decisions are made within agreed authority limits
- Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required
- Implement and embed any initiatives to improve quality, performance and efficiency of the teams to facilitate best practice.
- Maximise achievement of key performance targets
- Leverage life insurance industry knowledge to improve member and claimant experience.
- Leading, motivating and developing a team of Insurance Services staff
- Support and assist Team Leaders with their people management functions and responsibilities
- Ensure all people management responsibilities for the teams are completed effectively and on time
- Create and drive an organisational culture where employees are engaged and motivated to develop and meet their potential, career goals and the organisation’s goals
- Promote a OneLink culture within the team, encouraging collaboration and leveraging expertise across the business area to deliver exceptional results
- Promote a culture of high performance that values learning and a commitment to quality and customer centricity in line with Link Group’s core values
- Ensure the development of a risk management culture, and effectively limit risk exposure to Link Group with strategies to mitigate risk
- Ensure total compliance with statutory regulations including the mitigation of operational risk through the effective use of the incident management framework
- Liaising with multiple internal departments to ensure processes are executed in the best interest of the member
- Foster a proactive risk and compliance culture within the team and ensure all risk and compliance reporting and assurance obligations are met
- Maintain awareness of the regulatory environment with respect to team functions Leverage expertise to ensure that regulatory frameworks and compliance requirements are met, with adequate controls in place
**Experience & Personal Attributes
- Minimum 5 years’ life insurance leadership experience in large volume businesses - preferably in claims or underwriting
- Ability to engage with senior stakeholders (both internally and externally)
- Ability to build high performing teams to deliver on key operational targets and service levels and plan, prioritise and adapt work to align with organisational goals
- Ability to lead change and manage through ambiguity
- Active leadership with the ability to motivate and engage staff and to create an environment that encourages innovation; develop people to meet their potential
- Excellent negotiation and communication skills both verbal and written, including the ability to adapt communications to meet the needs of different audiences
- Ability to build strong customer relationships and deliver customer centric solutions
- Proven customer focus and a strategic mindset
- Strong analytical and problem solving skills and methodologies
- Strong quality assurance and staff development focus
- Ability to set clear goals to achieve outcomes, take accountability and ownership of actions and hold others accountable to meet commitments
- Ability to effectively understand and manage operational risk
- Client management experience
- Knowledge of Superannuation and insurance including legislation and best practice
- Previous experience managing Team Leaders / Team Managers
- Strong MS Office skills in Word, Excel, PowerPoint
**Desirable**
- Formal tertiary qualificatio
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