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Claims Operations Lead

2 weeks ago

Brisbane, Queensland, Australia beBeeOperations Full time $150,000 - $180,000
Job Overview

The Senior Operations Manager Claims plays a pivotal role in driving exceptional operational performance and customer experience standards. This position holds accountability for meeting strategic objectives, overseeing process improvement and control, maintaining high service levels, ensuring quality assurance, advancing operational excellence, fostering team engagement and development, managing succession planning, and overseeing risk management and compliance controls.

  • Daily Operations Management: Manage daily operations to ensure processes run smoothly and meet established Service Level Agreements (SLAs), providing clear visibility to stakeholders and implementing strong recovery plans if SLAs are not achieved
  • Strategic Direction: Provide strategic direction that aligns operational efforts with the team's short- and long-term goals
  • Operational Excellence: Champion the advancement of operational excellence and maturity to a market-leading level by applying disciplined management practices and enhancing leadership capabilities
  • Capability Modernisation: Demonstrate proactive involvement in Capability Modernisation and lead continuous improvement efforts to enhance efficiency and deliver more customer-focused results
  • Leadership Development: Mentor and support team leaders to develop into skilled operations professionals, excelling across key areas such as operational excellence, process improvement, risk management, data, emerging technologies, and people leadership
  • Visible Leadership: Maintain a visible leadership presence across all sites—be well-known to the team by regularly being on the floor and visiting non-home locations at least once per quarter
  • Process Improvement: Pinpoint and execute cost-saving and process improvement initiatives that prioritize the customer experience
  • Operating Rhythm: Establish a consistent operating rhythm that supports and values our team through regular coaching, monthly one-on-ones, and biannual career discussions, with a sincere focus on fostering strong engagement via effective people pulse initiatives and ongoing follow-up
  • Automation Initiatives: Identify, collaborate on, and support the rollout of automation initiatives that enhance efficiency, prioritize the customer, and ideally improve customer experience and speed of outcomes
  • Change Management: Develop a strong partnership with the change team to ensure early operational involvement in Enterprise and Health Insurance initiatives
  • Risk Awareness: Foster a culture where risk awareness is shared by all within operations. Ensure team members understand the importance of promptly reporting any issues, including technical ones, to leadership
  • Service Recovery: Create and execute operational plans that facilitate service recovery (burn-down) and ensure the long-term sustainability of service delivery

This role requires strong leadership skills, excellent communication abilities, and a passion for driving business results through operational excellence.