Claims Operations Team Lead

3 days ago

Sydney, New South Wales, Australia Marsh Pty Ltd Full time

About the Role:

Marsh Pty Ltd is seeking a highly experienced Claims Operations Team Lead to join our Faith & Education team in a leadership role. As a key member of our team, you will be responsible for managing the Claims Operations Faith & Education Team, as well as managing staff within the Risk Management Team.

Key Responsibilities:

  • Manage the Claims Operations Faith & Education Team, reporting to the Australian Claims Operations RM Leader.
  • Own the FNOL claims process and end-to-end claims management (but for Advocacy referred claims).
  • Manage a Claims Team of both Faith & Education and RM staff.
  • Serve as primary point of contact for members of the team on all technical issues.
  • Manage the workload, priorities, and performance of the team.
  • Train and develop new starters in the team to ensure they are provided with a consistent and comprehensive introduction to the Company and claims function/procedures.
  • Drive high performance by aligning individuals' goals to Unit and Company objectives.
  • Build team capabilities and succession planning through coaching, mentoring, and training colleagues.
  • Identify opportunities for efficiency improvements and coordinate implementation of initiatives.
  • Meet service levels set out in Client Service Agreements and in the Claims Handling Guidelines.
  • Respond to queries from clients and brokers, and attend client meetings.
  • Prepare routine and ad hoc reports, including claims trends analysis.
  • Prepare quarterly and/or annual claims reviews.
  • Manage moderate to high complexity claims according to the Company's processes and client agreements, liaising with Advocacy as required.
  • Liaise with clients, insurers, claimants, and external providers.
  • Drive, where requested, the contract negotiation process for existing and new clients, agreeing service standards and documenting via the client service agreement.
  • Support new and expanded business endeavors through provision of claims review data for tenders, renewals, and proposals, and participate in client/prospect meetings.
  • Drive the settlement negotiation process and negotiate on behalf of the client.

Requirements:

  • 2+ years' experience managing direct reports.
  • Exhibit expertise and knowledge managing Industrial Special Risks and Liability claims across a broad range of clients.
  • Experience managing major and international clients' claims across a broad range of products.
  • Tier 1 ANZIIF qualification and/or a strong background of vocational experience in claims management.
  • Strong technical knowledge and claims analysis.
  • Ability to maintain and strengthen relationships with clients and insurers and their respective agents and representatives.
  • Good negotiation and persuasion skills.
  • Mature in outlook and strength of character to discuss complex issues with senior leaders and carry out meetings with confidence.
  • Strong written and verbal communication skills.

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