Team Coach, Insurance

2 months ago

Melbourne, Australia Link Group Full time

**Overview**

The role is responsible for supporting the induction, on-boarding, training, coaching and ongoing capability development of Claims Administrators and Case Managers within our Insurance team. The focus is to ensure that a consistent high level of service is delivered to our members and clients, in accordance with agreed Service Level Agreements, regulation requirements and assigned business benchmarks.

The role will work closely with the Team Manager and contribute to the design, development and delivery of training programs to build expertise in our people whilst supporting their ongoing development.

**Key Accountabilities and main responsibilities**

Strategic Focus
- Provide coaching to uplift performance of Claims Administrators and Case Managers through targeted interventions where performance gaps have been identified and additional support for new starters
- Support team members to deliver high quality customer service in all interactions with members and clients through training and guidance
- Supporting Team Leaders to improve their quality of feedback and communication of best practice to team members
- Support best practice initiatives to uplift individual and team capability and skillsets
- Implement strategies to cross-skill team members and enhance process efficiency
- Proactively engage with Team Manager to ensure delivery materials are accurate, fit for purpose and appropriate for the learner audience
- Engage with Team Manager to discuss, prioritise, and implement training requirements
- Assess the effectiveness of technical training programs that are delivered to the business by obtaining feedback from participants, Team Leaders and Operation Managers and make recommendations for updates and improvements
- Support the facilitation of training programs through alternative delivery methods
- Contribute to the design, development and continuous improvement of training programs or content
- Support engaging and value add learning opportunities for Link Group team members to develop technical expertise and enable continuous learning and career development
- Assist in providing technical support to team members such as resolving complex customer enquiries, complaints, and escalations
- Ongoing maintenance of all training material to ensure this meets all regulatory and risk requirements
- Review, maintain a skills capability matrix of each team to ensure that any gaps in knowledge/skills are identified and remediated

Operational Management
- Work in partnership with key stakeholders to discuss, prioritise activities across the teams.
- Assess and evaluate the effectiveness of training on meeting business needs.
- Provide technical support to team members in resolving complex customer enquiries, complaints and escalations
- Investigation and ownership of complex member queries
- Actively monitor internal support chat queries (remote) or floor (on site) to provide real-time responses to team members
- Work with other internal teams to identify training gaps and improvement initiatives

People Leadership
- Work closely with other claims team to analyse trends to identify and address learning gaps across the Claims Administration teams
- Align coaching with the existing quality framework
- Support team members with feedback, support and coaching to develop their capability.
- Assist with change management including communication to staff in meetings
- Support the wider business as a SME on projects, change initiatives and other ad-hoc duties as required
- Develop and manage relationships with internal and external stakeholders fostering a team culture that supports our vision and values.

Governance & Risk
- Ensure adherence to legal and regulatory requirements
- Support Link Group assurance programs that deliver effective risk management and compliance practices

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

**Experience & Personal Attributes**
- A coaching mindset with a passion for developing the capability in others
- Strong communicator with ability to influence others to driving change
- Personal commitment to and visible role modelling of the organisation's behaviours and values
- An understanding and awareness of adult learning styles and the ability to tailor approach to meet individual needs
- Inclusive and collaborative
- A curious and continuous learning mindset, with a strong desire to continually develop facilitation capability implement innovative and current practices
- Significant experience in relevant APAC Operations policies, processes and systems
- Ability to work under pressure and maintain set target levels
- Tertiary qualifications in business or a related discipline (not essential, but favourable)

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offe

  • Store Manager Coach Emporium

    19 hours ago

    Melbourne, Australia Coach Full time

    **About us** Coach was founded in 1941 and today is a leading New York design house of modern luxury accessories and lifestyle collections. We attribute the prominence of the Coach brand to the unique combination of our original American attitude and design, our heritage of fine leather goods and custom fabrics, our superior product quality, and our...

  • Store Manager Coach Emporium

    2 weeks ago

    Melbourne, Australia Coach Full time

    **Coach | Store Manager Emporium** We are seeking a passionate and experienced **Store Manager** to join our energetic team in **Emporium Coach!** As an optimistic individual, with a can-do attitude, you will be required to display a strong sense of business expertise and be able to develop meaningful relationships through your outstanding interpersonal...

  • Claims Team Leader

    1 week ago

    Melbourne, Australia GT Insurance Full time

    Hybrid working (2 Day in Office, 3 Days WFH) - Leader in the Heavy/Commercial Motor Insurance Market - Career Development Opportunities Available GT provide insurance solutions tailored for the transport and heavy motor industry in Australia. We’re backed by Allianz Australia Insurance Limited (Allianz), giving our customers the complete peace of mind of...

  • Claims Team Leader

    1 week ago

    Melbourne, Australia GT Insurance Full time

    Hybrid working (2 Day in Office, 3 Days WFH) - Leader in the Heavy/Commercial Motor Insurance Market - Career Development Opportunities Available GT provide insurance solutions tailored for the transport and heavy motor industry in Australia. We’re backed by Allianz Australia Insurance Limited (Allianz), giving our customers the complete peace of mind of...

  • Marine Team Leader

    2 weeks ago

    Melbourne, Australia Zurich Insurance Full time

    A new adventure awaits- At Zurich we’re on a journey, even though we are 100 years young in ANZ, we are lighting the way to a brighter future. A brighter future for you - focused on your career, your wellbeing and your community - as well as our customers and the planet.- Let’s create a brighter future together, let’s make a differenceBased in either...

  • Underwriter - Motor Insurance

    2 weeks ago

    Melbourne, Australia GT Insurance Full time

    Hybrid working (2 Days in Office, 3 Days WFH) - Industry Leader in Heavy Motor and marine Insurance - Ongoing Training & Development Available. GT provide insurance solutions tailored for the transport and heavy motor industry in Australia. We are backed by Allianz Australia Insurance Limited (Allianz), giving our customers the complete peace of mind of...

  • Sales Associate David Jones Melbourne

    2 weeks ago

    Melbourne, Australia Coach Full time

    **Coach | Sales Associate** **Your Role** As our energetic** Part-Time** **Sales Associate** in our **David Jones store**, you will be responsible for working alongside a driven and vibrant team, delivering outstanding customer service, and being strong Coach brand ambassadors. You will also need to demonstrate your strong communication skills, ability to...

  • Motor Assessing Technical Workplace Coach

    1 week ago

    Melbourne, Australia Insurance Australia Group Full time

    Make a difference as **Motor Assessing Technical Workplace Coach** Join the largest insurance group in Australia and New Zealand. We’re here for you. Are you ready? **YOUR ROLE** We have an opportunity for a commercial motor assessing technical workplace coach to join our IIA (Intermediated Insurance Australia) supply chain management team. The IIA...

  • Motor Assessing Technical Workplace Coach

    1 week ago

    Melbourne, Australia Insurance Australia Group Full time

    Make a difference as **Motor Assessing Technical Workplace Coach** Join the largest insurance group in Australia and New Zealand. We’re here for you. Are you ready? **YOUR ROLE** We have an opportunity for a commercial motor assessing technical workplace coach to join our IIA (Intermediated Insurance Australia) supply chain management team. The IIA...

  • General Insurance Team Leader

    2 weeks ago

    Melbourne, Australia Haylo People Full time

    Coach and Lead a team of Claims specialists across a mixed portfolio - Manage the day-to-day operations - Elevate the teams success Our client is looking for a Team Leader to coach, lead and mentor a team of mixed insurance lines. Our national Domestic unit is seeking a career-minded individual to join its dynamic team in the capacity of Team Leader. The...

  • Relationship Manager

    2 weeks ago

    Melbourne, Australia Insurance House Full time

    Insurance - Insurance - Broker - VIC Other - Permanent / Full Time 25/7/2023 - Run your own portfolio of loyal clients managing their personal insurance needs - Work with a friendly team in a dynamic business, enjoying significant growth - Flexible work arrangements on offer working from any of our offices, nationally Insurance House is one of the multiple...

  • Relationship Manager

    6 days ago

    Melbourne, Australia Insurance House Full time

    Insurance - Insurance - Broker - Melbourne - Permanent / Full Time 3/8/2023 - Run your own portfolio of loyal clients managing their personal insurance needs - Work with a friendly team in a dynamic business, enjoying significant growth - Flexible work arrangements on offer working from any of our offices, nationally Insurance House is one of the multiple...

  • Life Insurance Adviser

    5 days ago

    East Melbourne, Australia Insurance House Full time

    **About us**: Insurance Brands Australia offers strong leadership, successful learning and development programs and a collaborative approach to how we achieve our goals. The success of our organisation is thanks to every single person we are so proud to have in our team. If you are looking for genuine connection, progression and influence in your next role,...

  • Team Coach

    19 hours ago

    Melbourne, Australia Link Group Full time

    **Overview** The role is responsible for supporting the induction, on-boarding, training, coaching and ongoing capability development of Claims Administrators and Case Managers within our Insurance team. The focus is to ensure that a consistent high level of service is delivered to our members and clients, in accordance with agreed Service Level Agreements,...

  • Team Leader

    5 days ago

    East Melbourne, Australia Insurance House Full time

    **About us**: Insurance Brands Australia offers strong leadership, successful learning and development programs and a collaborative approach to how we achieve our goals. The success of our organisation is thanks to every single person we are so proud to have in our team. If you are looking for genuine connection, progression and influence in your next role,...

  • Insurance Sales Producer/Agent

    3 weeks ago

    Melbourne, Australia Sihle Insurance Group Full time

    Apply Job Type Contract Description Established in 4, Sihle Insurance Group has established its position as a distinguished leader in the insurance industry, guided by core values that include integrity, respect, superior customer service, and a people-first mentality. As one of Florida's premier privately held agencies, Sihle Insurance is proud of the rich...

  • Insurance Sales Producer/Agent

    5 days ago

    Melbourne, Australia Sihle Insurance Group Full time

    Apply Job Type Contract Description Founded in 4, Sihle Insurance Group has established its position as a distinguished leader in the insurance industry, guided by core values that include integrity, respect, superior customer service, and a people-first mentality. As one of Florida's premier privately held agencies, Sihle Insurance is proud of the rich...

  • Agile Coach

    1 month ago

    Melbourne Airport, Australia Team Global Express Full time

    **JOB DESCRIPTION** Key Responsibilities: - Analyze current systems and design a strategy for adopting agile best practices - Guide teams to stay on track with agile techniques and ensure the overall strategy is met - Conduct agile workshops for developer and functional teams, as well as key stakeholders - Promote a culture of continuous improvement and...

  • Product Design Specialist

    2 weeks ago

    Port Melbourne, Australia Vero Insurance Full time

    Jobs - Job Details - Product Design Specialist - Home Insurance Careers at Suncorp Take the next step. Be part of something bigger at Suncorp. Product Design Specialist - Home Insurance Job No: 670789 Sydney - Inner Suburbs & CBD, Brisbane - Inner Suburbs & CBD, Melbourne - Inner Suburbs & CBD Max Term Full Time Insurance Pay Band 5 Design new insurance...

  • Insurance Sales Representative

    2 months ago

    Port Melbourne, Australia Elders Insurance Melbourne Full time

    You understand insurance, and why it’s so vital to the Australian economy and way of life. You’d love to work with a household name with more than 100 years’ of landmark history providing vital protection to businesses, families and individuals. You’re keen, eager to learn, and ready to step up from a job to a career. Due to our growth and...