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Claims Operations Manager
2 months ago
We are seeking a highly skilled and experienced Claims Operations Manager to join our team at Auto & General. As a key member of our Claims Operations Management team, you will be responsible for driving the strategic direction of our Motor Claims operation, ensuring we stay ahead of the curve in a rapidly evolving customer and regulatory landscape.
Key Responsibilities- Leadership: Drive a high-performing team to achieve ambitious goals and deliver exceptional customer outcomes.
- Delivery: Develop and implement innovative processes to optimize performance, reduce costs, and improve customer satisfaction.
- Engagement: Foster a culture of collaboration, continuous improvement, and employee engagement across our three sites.
- Contribute to the development of well-defined control systems that produce business outcomes that are replicable, predictable, measurable, and scalable.
- Develop strategies and initiatives to deliver continual improvements across the Motor Claims business relative to customer and employee engagement, reporting, and systems.
- Work with the greater Claims Operations Management team to drive business outcomes and improve customer satisfaction.
- Coordinate the induction and ongoing coaching and training of new Team Leaders and support the successful induction of new Team members.
- Advocate for the application and development of the Motor Claims Operating Model.
- Maintain the integrity of the Motor Claims operating model by driving continued strategic enhancements, understanding, and adherence.
- Lead the Motor Claims Operational teams to deliver optimal claims cost outcomes, high-level customer service, and a strong control environment.
- Drive continued high performance across all aspects of the Motor Claims business with a focus on the business strategy, key performance indicators, and team capabilities.
- Formal qualifications in a relevant area (Communications or Business) or equivalent relevant experience in a high-volume inbound and outbound call centre environment.
- Leadership and management experience commensurate with 4-5+ years in a mid-senior level leadership role within a comparative organisational environment.
- Strong working knowledge of Motor insurance and claims relative to applicable legislation, processes, and industry best practice.
- Motor Claims Expertise: Deep understanding of Motor insurance and claims processes and regulatory landscape.
- People Person: Exceptional ability to lead, engage, and develop others.
At Auto & General, 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.
We value a culture of High Performance with High Integrity, which we call 'The Auto & General Way'. We believe that our organisational values are key to delivering on our purpose of 'Giving customers smarter solutions to safeguard a brighter future'.
We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer. If this sounds like you, we'd love to hear from you.
