Claims Shared Services Team Leader

2 months ago

Brisbane, Australia Cover-More Full time

**Description**:
Are you ready to grow your career in Insurance?
Cover-More Group helps people travel safely across the globe every day. We are there at every step of a traveller’s journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with, such as travel agencies, airlines, banks and major sporting clubs
As the world begins to travel again, we want to make sure we’re delivering an exceptional service for our customers, and we want you to be part of that journey.
So, what’s the job?
You’ll be responsible for leading the team Shared Services Team for Claims made up of our Investigations, QA and Audit and Payment Officers
You’ll review and analyse customer satisfaction results, as well as VoC and QA and audit metrics to identify the training gaps, assist with the analysis of claims costs and work with the Claims Leadership Team to identify improvement opportunities
You’ll provide guidance and support to the Shared Services Team, providing them with development opportunities and training
You’ll examine advise and assist internal and external stakeholders regarding unusual/suspicious claims, manage external investigation providers and stakeholders and QA activities and trends.
You’ll manage external investigation referrals to ensure mínimal costs and timelines, ensuring legislative compliance timeframes are met across the team
You’ll drive accountability within the team, managing relationships and performance in conjunction with HR where necessary
You’ll design, assist, support, develop and facilitate continuous improvement projects and help drive engagement of business initiatives
You’ll manage all complaints in line with GICoP and internal complaints protocol, following incident and breach management policies and reporting incidents to Risk and Compliance
You’ll perform monthly one-on-ones with team members in addition to half yearly/annual reviews in alignment with COMPASS checkpoints with clearly outlined objectives and development plan tracking
And what are we looking for?
You’ll have at least 2 years’ experience in a frontline leadership position, ideally in insurance or financial services
You’ll have relevant claims handling experience and knowledge in insurances processes and legislation
You’ll ideally have qualifications in leadership and/or frontline management
You’ll ideally have experience in fast-paced KPI driven culture with demonstrated knowledge of insurance investigation practices, evidence collection and complaint resolution
You’ll have demonstrated ability to lead a high performing team and proven decision-making skills
You’ll have excellent written and verbal communication skills
So, why choose us?
We value optimism, caring, togetherness, reliability and determination.
**We have more than 1500 employees worldwide**: we’re a global group of digital natives, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.
Job flexibility. We understand that flexibility is really important - whether hybrid, a compressed work week, part time or job share, there isn’t one size that fits all. So, let us know your preference and we will explore how we can accommodate you.
Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business
Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, covid leave (to get vaccinated and for when you’re sick), volunteer leave and a comprehensive paid parental leave scheme.
Travel and work with us. We’ll help you keep travelling in your career, oh and quite literally with free travel insurance for you and your partner. We also offer great discounts through our extensive travel partnerships so start planning for your next trip today
Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

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