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Senior Director, Claims Enablement and Performance
2 months ago
The Senior Director, Claims Enablement and Performance will lead the enabling functions of the Claims Management Group at Comcare, focusing on performance, quality, and improvement. This role is responsible for overseeing and implementing strategies to enhance performance, maintain high standards of claims management, and drive continuous improvement initiatives across all facets of Claims operations.
Key Responsibilities- Performance Management: Develop and implement the performance function, defining performance practice and culture, leading the Data and Analytics Strategy for Claims Management Group (CMG), and ensuring clear performance metrics and targets at all levels within the Group.
- Operational Excellence: Lead the delivery of effective and efficient operational processes, ensuring seamless execution and continuous improvement.
- Work, Health and Safety (WHS): Lead WHS focus and practice across the group, including the WHS risk register and HSRs, to ensure a safe and healthy work environment.
- Census Action Plan: Lead the Census action plan for the group to drive positive movement in CMG employee satisfaction.
- Quality Assurance: Establish and enforce quality standards to ensure products or services meet or exceed customer expectations.
- Continuous Improvement: Lead efforts to identify inefficiencies, streamline processes, and implement best practices to drive continuous improvement.
- Cross-Functional Collaboration: Work closely with executive, senior directors, and directors across various teams within the business to align goals, share best practices, and implement improvement practice.
- Training and Development: Lead CMG's approach to training, coaching, and development for the various roles that sit within the group.
- Reporting and Communication: Prepare regular reports and presentations to communicate performance insights, improvement initiatives, and outcomes to stakeholders at all levels of the organisation.
- Strategic Leadership: Demonstrate strategic leadership capability, superior people management skills, and an ability to achieve organisational objectives through leading, contributing, and collaborating with relevant internal and external stakeholders.
- Customer Experience: Keep up to date with best practice Customer Experience practices to support a customer-centric culture and practice within the CMG.
- Claims Management Strategy: Drive the coordination of strategies, plans, and activities that support Comcare's approach to effective Claims Management. Oversee CMG's enabling teams – Client Experience, Complaints, Capability, Strategy & Governance, Return To Work, and provide oversight to the General Manager.
- Qualifications: Bachelor's degree in business or a related field; advanced degree preferred.
- Experience: Proven experience in leading enabling functions, performance improvement, continuous improvement, and/or quality assurance in an operational context.
- Methodologies: Familiarity with Lean Six Sigma or other process improvement methodologies is a plus.
- Australian Citizenship: Australian citizenship is required.
- Character Clearance: Character clearance (police records check) is required.
- Health Clearance: Health clearance is required.
- Probationary Period: Six months probationary period for new engagements.
- Security Clearance: Negative Vetting 1.
- Travel Requirements: Some intra and interstate travel is required, including overnight absences.
