Claims Team Lead

2 weeks ago

Sydney, New South Wales, Australia Cover-More Full time

About Us

Cover-More Group is a global insurance company helping people travel safely across the globe. We deliver reliable, fast, flexible, and bespoke services for our customers and partners.

With over 1500 employees worldwide, we are a diverse group of professionals committed to providing exceptional service to our customers.

Job Overview

We are seeking an experienced Claims Team Leader to lead our Shared Services Team for Claims. This team is responsible for Investigations, QA, and Audit, as well as Payment Officers.

The ideal candidate will have at least 2 years' experience in frontline leadership, ideally in insurance or financial services, and relevant claims handling experience and knowledge in insurance processes and legislation.

Key Responsibilities

  • Lead the Shared Services Team for Claims, reviewing and analysing customer satisfaction results, VoC, QA, and audit metrics to identify training gaps and improvement opportunities.
  • Provide guidance and support to the team, developing their skills and knowledge through training and development opportunities.
  • Examine, advise, and assist internal and external stakeholders on unusual/suspicious claims, manage external investigation providers, and conduct QA activities and trends analysis.
  • Manage external investigation referrals, ensuring minimal costs and timelines, and compliance with legislative requirements.
  • Drive accountability within the team, managing relationships and performance in conjunction with HR where necessary.
  • Design, develop, and facilitate continuous improvement projects, driving engagement of business initiatives.
  • Manage complaints in line with GICoP and internal protocol, following incident and breach management policies and reporting incidents to Risk and Compliance.
  • Perform monthly one-on-ones with team members and half-yearly/annual reviews in alignment with COMPASS checkpoints, outlining objectives and development plans.

Required Skills and Qualifications

  • At least 2 years' experience in frontline leadership, ideally in insurance or financial services.
  • Relevant claims handling experience and knowledge in insurance processes and legislation.
  • Ideal qualifications in leadership and/or frontline management.
  • Demonstrated ability to lead a high-performing team and proven decision-making skills.
  • Excellent written and verbal communication skills.

Benefits

As a Cover-More employee, you'll enjoy:

  • A competitive salary of $95,000 per year, based on location and experience.
  • Ongoing training and development opportunities.
  • A comprehensive benefits package, including regular annual and personal leave, anniversary leave, and paid parental leave.
  • The opportunity to work with a global team of professionals who share your values.
  • Free travel insurance for you and your partner, as well as great discounts through our extensive travel partnerships.

Why Choose Us?

Cover-More values optimism, caring, togetherness, reliability, and determination. We're a dynamic company that offers career growth opportunities and flexibility in our working arrangements.

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