Accident Service Delivery Director

5 days ago

Melbourne, Victoria, Australia beBeeLeadership Full time $80,000 - $120,000

Job Title: Accident Management Team Leader

This role is responsible for ensuring high-quality service delivery, optimising claims processes and driving continuous improvement. As a people leader with 10 direct reports, the incumbent will be accountable for coaching and mentoring team members to ensure an optimal customer experience.

The successful candidate will lead a team focused on minimising vehicle downtime and enhancing customer satisfaction across Australia and New Zealand.

Key Responsibilities:
  • Lead the end-to-end delivery of Accident Management Services (AMS) across Australia and New Zealand.
  • Drive team performance through clear metrics, coaching and effective communication.
  • Prioritise claim workloads and ensure proactive communication to reduce delays.
  • Oversee the recovery and settlement of claims including heavy commercial and specialised cases.
  • Ensure consistent empathetic and professional customer service.
  • Analyse operational data to inform decisions and address performance gaps.

Additional responsibilities include maintaining strong relationships with internal teams and external repair networks identifying and pursuing additional income opportunities within AMS and the repair network.

Requirements:
  • Minimum 5 years of proven leadership experience in team management or supervisory role.
  • Strong customer service background ideally within a B2B environment.
  • Demonstrated ability to interpret and act on detailed data and performance metrics.
  • High level of integrity confidentiality and resilience.
  • Tertiary qualifications in business or a related field are highly regarded equivalent experience will be considered.
  • Strong leadership and team motivation skills.
  • Proficiency in MS Office Word Excel PowerPoint.
  • Experience in accident management and insurance claims is advantageous.
About You:
  • Ability to manage multiple priorities in a fast-paced environment.
  • Customer-centric mindset with strong problem-solving capabilities.
  • Ability to build trust-based relationships with internal and external stakeholders.
  • Planning and prioritising work to meet commitments aligned with organisational goals.
  • Building partnerships and working collaboratively with others to meet shared objectives.
  • Developing and delivering multi-mode communications that convey a clear understanding of different audiences.
  • Gaining the confidence and trust of others through honesty integrity and authenticity in the organisation.
  • Effectively building formal and informal relationship networks inside and outside the organisation.
  • Applying knowledge of business and the marketplace to advance the organisation's goals.

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