Claims Operations Director

3 weeks ago

Kawana Waters, Queensland, Australia Auto & General Full time
About the Role

We're seeking a highly skilled Claims Operations Manager to join our team at Auto & General. As a key member of our Claims Operations Management team, you'll be responsible for driving performance, developing innovative processes, and ensuring we stay ahead of the curve in a rapidly evolving customer and regulatory landscape.

Key Responsibilities
  • Lead a high-performing team to achieve ambitious goals and deliver exceptional customer outcomes.
  • Develop and implement strategies to improve claims cost efficiency and customer satisfaction.
  • Collaborate with the Claims Operations Management team to develop and maintain well-defined control systems that produce business outcomes that are replicable, predictable, measurable, and scalable.
  • Nurture a high-performing and engaged workforce, promoting a culture of 'one team' across multiple sites.
  • Coordinate the induction and ongoing coaching and training of new Team Leaders and support the successful induction of new Team members.
  • Work to increase organisational agility, scalability, and success in navigating change.
  • 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 and understanding.
  • 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, focusing on the business strategy, key performance indicators, and team capabilities.
  • Provide support and assistance for escalated customer queries and complaints, and cases referred to AFCA.
Requirements
  • 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.
What We Offer
  • Location: The role is based at our Kawana office, a convenient location close to local retail, restaurants, and other amenities.
  • Extra leave: Enjoy additional leave days on us, including a paid 'ME' day and one paid volunteer leave day annually.
  • Paid parental leave: We support our new parents with paid parental leave and other benefits.
  • Workplace giving: If you're passionate about a cause, then we are too – we offer workplace giving and we'll dollar match your donations to registered charities.
  • Development opportunities: We're championing your development with internal programs and access to a wide range of online courses.
  • Employee discounts: You'll receive discounts on Budget Direct insurance products.
  • Reward and recognition: We reward high performance with employee recognition, reward, and incentive schemes.
  • Onsite facilities: There's excellent end-of-trip facilities on offer and private spaces for nursing mothers.
  • Get social: Join our vibrant social and community activities, including annual celebrations, family fun days, and regular events across each of our sites.
  • Perks App: Access to an employee benefits and discounts app called 'Perks' offering great discounts, offers, and programs across a range of areas.

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