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Motor Claims Operations Leader
2 months ago
About the Position
As the Motor Claims Operations Manager, you will play a pivotal role in steering our Motor Claims division. Your primary focus will be on enhancing operational efficiency, crafting innovative methodologies, and ensuring our services remain at the forefront of a dynamic customer and regulatory environment.
Key Performance Indicators:
- Leadership: Inspire a high-achieving team to meet and exceed set objectives.
- Delivery: Ensure outstanding customer experiences and cost-efficient solutions.
- Engagement: Cultivate a collaborative atmosphere that promotes ongoing improvement.
Core Responsibilities:
- Contribute to the management of Claims and Assessing Cost Pools, Controls, and Value Chain;
- Formulate strategies and initiatives aimed at continuous enhancement of the Motor Claims sector, focusing on customer and employee satisfaction, reporting, and systems.
- Collaborate with the broader Claims Operations Management team to establish robust control systems that yield business outcomes that are replicable, predictable, measurable, and scalable.
- Foster a high-performing and engaged workforce, promoting a unified culture across multiple locations.
- Oversee the onboarding and continuous training of new Team Leaders and support the successful integration of new Team members.
- Strive to enhance organizational agility, scalability, and adaptability in the face of change.
- Champion the application and development of the Motor Claims Operating Model;
- Uphold the integrity of the Motor Claims operating model by driving ongoing strategic improvements and ensuring compliance.
- Lead the Motor Claims Operational teams to achieve optimal claims cost results and deliver exceptional customer service within a strong control framework;
- Propel sustained high performance across all facets of the Motor Claims business, with an emphasis on strategic objectives, key performance indicators, and team capabilities.
- Provide support for escalated customer inquiries and complaints, including cases referred to external bodies.
Qualifications and Experience:
- Relevant formal qualifications (Communications or Business) or equivalent experience in a high-volume inbound and outbound call center setting.
- Proven leadership and management experience, with 4-5+ years in a mid-senior level role within a similar organizational context.
- Comprehensive knowledge of Motor insurance and claims, including relevant legislation, processes, and industry best practices.
- Expertise in Motor Claims: Profound understanding of Motor insurance and claims processes and the regulatory framework.
- People-Centric: Exceptional ability to lead, engage, and develop team members.
About Auto & General
At Auto & General, we are dedicated to providing innovative products and solutions that protect our customers during their times of need. Our diverse range of general insurance offerings safeguards customers on the road, at home, and while traveling, including Car, Motorcycle, Home, Contents, Pet, and Travel Insurance, as well as Roadside Assistance.
We uphold a culture of High Performance with High Integrity, which we refer to as 'The Auto & General Way'. Our organizational values are essential in fulfilling our mission of 'Providing customers with smarter solutions for a brighter future'.
We are enthusiastic about the future and are continually seeking talented, passionate individuals who can contribute to our goal of becoming Australia's premier insurer.
Employee Benefits:
- Location: The role is based at our office, conveniently situated near local amenities.
Our head office is strategically located in a vibrant area with access to various retail, dining, and transportation options.
- Additional Leave: Enjoy extra leave days, including a paid 'ME' day and a paid volunteer leave day each year. Team members can also purchase up to two additional weeks of leave annually.
- Parental Leave: We support new parents with paid parental leave and additional benefits.
- Workplace Giving: If you are passionate about a cause, we offer workplace giving and will match your donations to registered charities.
- Development Opportunities: We are committed to your growth with internal programs and access to a variety of online courses.
- Employee Discounts: Enjoy discounts on our insurance products.
- Recognition Programs: We acknowledge high performance through recognition, reward, and incentive schemes.
- Onsite Facilities: Benefit from excellent facilities and private spaces for nursing mothers.
- Social Engagement: Participate in vibrant social and community activities, including celebrations and family events.
- Perks App: Access a benefits app offering discounts and offers across various categories.
Auto & General values diversity and is committed to fostering an inclusive culture that creates a great workplace for everyone.
