Senior Claims Operations Manager

2 days ago


Brisbane, Queensland, Australia Australian Retirement Trust Full time

About this role


We're seeking a dedicated and experienced professional to lead our Early Release Claims team at Australian Retirement Trust. As a Senior Claims Operations Manager, you'll be responsible for ensuring the efficient and effective management of early release claims from notification to payment.


You'll drive continuous improvement and ensure a market-leading quality of service is delivered and maintained. This will involve facilitating strong relationships with members, internal stakeholders, insurers, and external third parties for the purposes of claim resolution.


Key responsibilities



  • Lead and manage a team to exceed individual and team targets, delivering and optimizing accurate and cost-effective member experiences.
  • Empower your team to investigate, understand, and resolve customer enquiries, supporting a culture of continuous learning and development.
  • Monitor and evaluate the delivery of consistent positive customer experiences across segmentation and differentiated services.
  • Proactively manage the implementation of change initiatives and claims processes, including communication to members, external third parties, and insurers to influence and achieve claim outcomes.

About you


To succeed in this role, you'll need to demonstrate a genuine passion for customer service and the ability to inspire and lead others to deliver outstanding customer experiences. You'll also need to have advanced stakeholder management capability, with experience managing multiple stakeholders, including external parties, to influence and negotiate outcomes of a complex nature.


What we offer


At Australian Retirement Trust, we value diverse thinking, cultures, perspectives, backgrounds, and abilities. We offer a respectful and inclusive workplace where you can be yourself and do amazing work. If you're a skilled professional looking for a challenging and rewarding role, we encourage you to apply.



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