Team Leader Desktop Home Assessing

6 months ago

Sunshine, Australia Auto & General Insurance Full time

**About us**

At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.

**The role**

The Desktop Home Assessing Team Leader plays a pivotal role in guiding and overseeing the Desktop Home Assessing Team, who are responsible for virtual assessments of impacted properties, cost validation, ensuring high scope accuracy and end-to-end management of claims assigned to them.

Working at the helm of a Sunshine based team, the Desktop Home Assessing Team Leader is responsible for organising ongoing training and coaching to the team, and ensuring that the Desktop Home Assessors are consistent and effective in their approach to virtual assessments and validation of Scope of Works.

**People Leadership**
- Drives values and culture - Our leaders embed our distinctive High Performance with High Integrity culture with absolute expectations on Accountability and Transparency
- Commercial Acumen - Our leaders create an operational setting that connects people to the delivery of strategy and the management of day to day risks.
- Manage Complexity - Our leaders identify opportunities to continuously improve an operating rhythm that intertwines People, Process and Systems to deliver high fidelity Customer, Employee and Business Experience
- Execution Excellence - Our leaders accelerate delivery and eliminate rework through disciplined execution, agility and clear KPIs Develops People - Our leaders develop, foster and embed new and successful capabilities to create sustainable growth

**Position Accountabilities
**Coaching and Continuous Improvement**
- Continuous coaching of team members in the areas of:

- Scoping accuracy
- Cost validation
- Compliance
- Project coordination and management
- Usage of virtual assessing software
- Virtual assessment techniques;
- Provide constructive feedback for continuous improvement & increased capability; Operate within and seek to continuously improve the Home Claims Operating Model through interpretation of operational reporting and supplied analytical information to support team daily, weekly and monthly priorities.

**People Leadership
- Lead, monitor and inspire the team to execute a high standard of service and process adherence;
- Manage team members in accordance with company policies and employment laws, and ensure relevant HR procedures are applied (including Safety, Wellness and Health, Workplace Behaviour and Performance Improvement frameworks);
- Demonstrate and advocate a commitment to the company values;
- Provide guidance and support to team members, with the goal of enhancing skills, overcoming challenges and achieving career goals;
- Handle escalated claims, complaints and other matters of complexity; Regularly evaluate performance, setting clear expectations, and working collaboratively with team members to identify and set achievable targets.

**Cost Control**
- Implement cost control strategies to deliver cost outcomes to plan;
- Refinement of existing cost control strategies in line with business objectives; Identify areas of improvement throughout the Home Claims Value Chain.

**Relationship Management**
- Build and maintain relationships with a variety of internal and external stakeholders; Provide constructive feedback to internal and external stakeholders;

**Performance and Progress Reporting**
- Provide on the ground insight to contribute to the development and implementation of strategic and operational activities that will continually improve Claims performance;
- Provide detailed input into on-ongoing process and system development;
- Provide input into staffing requirements and recruitment;

Track, monitor and report on Key Performance Indicators (KPIs), ensuring productivity and quality metrics are in line with internal expectations;

**What experience you’ll bring**
- Experience managing a team of professionals and operating effectively as part of a team with accountability for business results;
- Proven ability to lead, performance manage, coach and mentor a team;
- Strong change-agility;
- Previous estimating experience preferred;
- Exceptional time management and organisational skills;
- Strong verbal communication skills, effective with both customers & industry professional when negotiating best business outcomes;
- Strong, accurate written communication skills, including but not limited to report writing
- Minimum 2 years’ experience in Home Assessing, or Building Industry;
- Demonstrated experience in building effective business relationships with multiple stakeholders;
- Insurance experience preferred, but not essential; Operational reporting literacy

**Our perks**
- **Extra leave**:

- Enjoy additional leave days on us You’ll receive a paid ‘ME’ day and one paid volunteer

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