Senior Manager

Job Opportunity

The Leisure Travel Customer Service Team Leader oversees policy sales, amendments, cancellations and general enquiries which can include new claim registrations and emergency enquiries. Leadership of customer experience, insights, quality and continuous improvement is required to deliver on customer claims promises.

Responsibilities:

• Lead changes across the Customer Service team such as new products, features and remediations.
• Develop compliant scripts used by the Customer Service team for customer interactions.
• Collaborate with Business Insights team members to develop reporting, dashboards, and scorecards to identify performance against business targets and support teams manage their performance.
• Provide detailed analysis of business performance trends across distribution channels and products.
• Provide technical support and advice to customer service consultants and develop, implement, and monitor business continuous improvement initiatives to drive and deliver business performance outcomes.
• Drive staff engagement ensuring customer focus is maintained.
• Own and drive customer telephony uplift and features for next generation customer service professionals
• Resolve customer complaints for the benefit of customers and the business, to support customer satisfaction, service improvements and team development.
• Ensure the team is compliant with all regulatory, legislative, and internal compliance obligations, and effective systems and processes are in place including ongoing monitoring and reporting.
• Support the execution of the leisure travel division performance strategy to drive industry leading results and improved financial outcomes.
• Implement a performance framework to measure customer service, Key Performance Indicators (KPIs), monitoring practices, drive internal engagement and build performance capability in the business with a specific focus on first call resolution

Requirements:

• Ability to lead high performing team of up to 15 people.
• Oversee workforce management across the leisure travel division ensuring suitable coverage and operating rhythms are proactively adhered.
• Strong analytical and decision-making skills particularly regarding highly technical situations and negotiating settlements with customers.
• 5 + years' experience leadership within the General Insurance, Travel/ PA Claims or a similar line is essential.
• Excellent verbal and written communication skills.
• High level attention to detail with the ability to prioritise and multi-task.
• Proactive attitude and willingness to learn.
• Ability to set and meet service levels and individual KPI's.
• Demonstrated evidence of ability to partner effectively with business leaders and establish strong professional relationships across the enterprise.
• Change management experience will be helpful.
• Prior experience in leading coaching and empowering people to develop individual and team potential is desirable.
• Understanding of FSRA Privacy Act and General Insurance Code of Practice (GICOP)

Benefits:

• Competitive salary package with yearly bonus and great benefits.
• Novated leasing options for your assets e.g vehicle mobile laptop etc.
• Flat management operating structure with minimal levels of hierarchy and access to executive leaders.
• Flexible working hybrid position WFH 2 days a week choose your schedule.
• Additional wellbeing leave day to use as you see fit in addition to optional flu vaccinations provided onsite.
• Volunteer day with a charity of your choosing.
• Twelve weeks of paid parental leave for primary carers six weeks for secondary carers.
• Social committee in a friendly down-to-earth high performing culture that celebrates you.
• Ongoing learning and development programs tailored to your career progression goals and ambitions.
• Significant discounts with large multinational companies and other national retailers.

Others:

• Mid-Senior level.
• Full-time.
• Management and Strategy Planning.
• Insurance.