Operations Excellence Director

2 weeks ago

Newcastle, New South Wales, Australia beBeeQuality Full time $150,000 - $180,000

EML is a leading Workers Compensation and Personal Injury Claims Management business. We foster a learning culture to continually invest in our employees.

The Opportunity

As part of our diverse team based in Newcastle, you will make a positive impact on someone's life every day. You will feel great satisfaction knowing your talent and hard work has a purpose.

We seek a passionate leader to manage the Quality Assurance team within our NI business. In this role, you'll oversee quality reviews, provide performance insights, and help identify risk and improvement opportunities across the claims portfolio.

You'll work closely with business leaders to drive performance, enhance customer outcomes, and contribute to organisational success. A key focus will be leading the team to meet monthly review and reporting targets through strong stakeholder engagement and effective leadership.

Responsibilities
  1. Lead and coach a high-performing Quality Assurance team by setting clear expectations, providing regular feedback, and supporting individual development.
  2. Align team capability with business objectives by identifying skill gaps, distributing workloads appropriately, and recruiting and retaining top talent.
  3. Foster a culture of quality, customer focus, and continuous improvement through knowledge sharing, goal setting, and performance management.
  4. Ensure timely completion and high standard of QA reviews under relevant frameworks to meet internal and contractual quality measures.
  5. Build strong internal stakeholder relationships by providing valuable insights, addressing feedback, and supporting business initiatives.
  6. Monitor and report on team performance and outcomes, using data to identify trends, performance gaps, and opportunities for improvement.
  7. Stay updated on QA practices, regulatory requirements, and business procedures, ensuring compliance and contributing to process enhancements.
  8. Promote a strong WHS culture by leading by example, ensuring compliance with safety standards, and supporting team wellbeing and training.
About You

We are looking for a leader with proven people leadership and team management skills, including coaching, change management, and team building. Strong project and stakeholder management abilities are essential, with experience delivering results in high-volume, deadline-driven environments.

Advanced analytical and problem-solving skills, with a focus on continuous improvement and innovative solutions, are required. Excellent communication and organisational skills, including facilitation, prioritisation, and attention to detail, are also essential.

Industry experience in insurance or workers' compensation is necessary, with a track record of achieving business objectives and service improvement.

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