Home Assessment Leader

The Home Assessing Team Lead plays a pivotal role in guiding and overseeing the Home Assessing Team, who are responsible for assessments of impacted properties, cost validation, ensuring high scope accuracy and end-to-end management of claims assigned to them.

This position is responsible for providing ongoing training and coaching to the team, and ensuring that the Home Assessors are consistent and effective in their approach to a variety of assessments, validation of Scopes of Work, and end-to-end management of a select claims portfolio.

Key Responsibilities

• Drives values and culture - Our leaders are committed to embedding our distinctive culture of 'High Performance with High Integrity'. This approach places absolute emphasis on accountability and transparency, shaping the way we work and interact within our organisation.

• Commercial Acumen - Our leaders create an operational setting that delivers high growth and wealth creation opportunities

• Manage Complexity - Our leaders continuously improve an operating rhythm that intertwines People, Process and Systems to deliver high fidelity Customer, Employee and Business Experience

• Execution Excellence - Our leaders accelerate delivery and eliminate rework through disciplined execution, agility and clear KPIs

• Develops People - Our leaders develop, foster and embed new and successful capabilities to create sustainable growth

Position Accountabilities

• Coaching and Continuous Improvement - Continuous coaching of team members in the areas of:

  • Scoping accuracy

  • Cost validation

  • Compliance

  • Project Coordination and Management

  • Usage of virtual and on-road assessing software

  • Onsite and virtual assessment techniques

  • Provide constructive feedback for continuous improvement & increased capability;

  • Operate within and seek to continuously improve the Home Claims Operating Model.

• People Leadership - Lead, monitor and inspire the team to execute a high standard of service and process adherence;

• Manage team members in accordance with company policies and employment laws, and ensure relevant HR procedures are applied (including Safety, Wellness and Health, Workplace Behaviour and Performance Improvement frameworks);

• Demonstrate and advocate a commitment to the company values;

• Provide guidance and support to team members, with the goal of enhancing skills, overcoming challenges and achieving career goals;

• Regularly evaluate performance, setting clear expectations, and working collaboratively with team members to identify and set achievable targets in line with A&G goal and objective setting framework.

• Handle escalated claims, complaints and other matters of complexity.

Cost Control

• Implement cost control strategies to deliver cost outcomes to plan;

• Refinement of existing cost control strategies in line with business objectives;

• Identify areas of improvement throughout the Home Claims Value Chain.

Relationship Management

• Build and maintain relationships with a variety of internal and external stakeholders;

• Provide constructive feedback to internal and external stakeholders;

Performance and progress reporting

• Contribute to the development and implementation of strategic and operational activities that will continually improve Claims performance;

• Provide detailed input into on-going process and system development;

• Provide input into staffing requirements and recruitment.

• Track, monitor and report on Key Performance Indicators (KPIs), ensuring productivity and quality metrics are in line with internal expectations

Requirements

• Experience managing a team of professionals and operating effectively as part of a team with accountability for business results;

• Proven ability to lead, performance manage, coach and mentor a team;

• A track record in inspiring a motivating a team;

• Strong change-agility;

• Previous estimating and assessing experience preferred essential;

• Exceptional time management and organisational skills;

• Strong verbal communication skills, effective with both customers & industry professionals when negotiating best business outcomes

• Strong, accurate written communication skills, including but not limited to report writing;

• Minimum 2 years' experience in Home Assessing, or Building Industry;

• Demonstrated experience in building effective business relationships with multiple internal and external stakeholders;

• Insurance experience is preferred, but not essential.

Benefits

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.

• Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.

• Grow with us - we've got learning and professional development opportunities available to help you build your skills and advance your career.