Claims Excellence Leader

2 weeks ago

Melbourne, Victoria, Australia beBeeLeadership Full time $90,000 - $120,000
Job Summary

The Claims Excellence Leader plays a pivotal role in leading and developing a high-performing team of dedicated claims professionals, ensuring the delivery of exceptional customer service and efficient claim resolution throughout the entire customer journey.

Main Responsibilities
  • Lead & Develop Your Team: Guide, inspire, and manage a team of Motor Claims Consultants, fostering their professional growth through expert coaching, constructive feedback, and continuous learning.
  • Drive Claim Resolutions: Oversee the prioritisation and allocation of claim portfolios, ensuring optimal efficiency and service levels.
  • Be Our Technical Expertise: Provide expert technical support on product knowledge, claims processes, system usage, and compliance requirements, ensuring strict adherence to all regulatory and internal standards.
  • Champion Risk Awareness: Actively cultivate your team's awareness and ownership of our company's risk framework, promoting the understanding that good risk practice is everyone's responsibility, whilst passionately advocating for our customers, especially those who are vulnerable.
  • Optimise Performance: Regularly monitor team performance against key metrics and service level agreements, implementing proactive measures and corrective actions to drive continuous improvement and ensure we consistently exceed expectations.
About You
  • Proven leadership experience within a claims or customer service environment.
  • A genuine passion for coaching, mentoring, and developing individuals to reach their full potential.
  • Excellent understanding of claims processes, product knowledge, and compliance requirements.
  • A strong customer-centric approach with a commitment to advocacy, particularly for vulnerable customers.
  • Ability to foster a positive, collaborative, and risk-aware team culture.
  • Demonstrated experience in performance management and driving continuous improvement initiatives.
  • Exceptional communication and interpersonal skills.

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