Team Leader, Claims Operations

Hybrid working (majority of your working week in the office)
- Melbourne CBD close to Flinders Street station
- Full Time, Ongoing Opportunity

**Your role**

Your role as Team Leader, Claims Operations, is to lead the claims operations team and coordinate the activities of the team to ensure effective and efficient service to centrally support the claims team for administrative and reporting functions.

Reporting to the Head of Claims in the Risk, Insurance and Claims Services Division (RICS), this is an exciting, full time, ongoing opportunity.

**What you do**
- Motivate and lead a small claims operations team to achieve and maintain exceptional performance standards and maintain a high-quality service and support for VMIA clients and the claims team.
- Coordinate team resources to ensure service standards are met for triage and claims support activities, including managing priorities.
- Develop, review, and interpret activity reports and use them to balance workloads and assess effectiveness of the team.
- Monitor the work of the claims operations team and prepare reports to ensure mandatory activities are completed within required timeframes and data integrity compliance.
- Implement continuous improvement of workflows and processes to meet changing demands or to create efficiencies as required.
- Build trusted relationships with colleagues, clients and other internal and external stakeholders.
- Provide a shared service for supporting claims across all portfolios as required, including coordinating and supporting internal and client reporting needs.
- Develop team capability through effective coaching and mentoring of team members and professional development programs.
- Work collaboratively across VMIA to implement an efficient and effective client services model that results in consistency and excellence in service delivery.
- Oversee the management of non-premium debtors in accordance with policy requirements.

**Who you work with**
- As a lead for VMIA's service delivery, you collaborate with Claims Portfolio Managers, Claim Specialists, Underwriters, Risk Advisers, and other members of service teams and other relevant staff to be alerted of significant developments, emerging trends, or opportunities for value-added service.
- You liaise with cross functional teams within Insurance, Insurable Risk Advisory, Insights and Analytics, Communications, Finance, Information Services Digital Enablement and the Programs and Projects Office as required to deliver client service.

**About you**
**You lead authentically, positively, and confidently navigating your people through change and make values-based judgements and decisions that focus on people delivering on the business' objectives. You role model and reinforce positive and constructive behaviour and address poor behaviour immediately to keep the team on course.
- Proven experience working in the insurance sector with sound knowledge of insurance principles.
- Demonstrate strong people skills to assist in managing client queries and expectations.
- Possess strong written and verbal communication skills with the ability to influence senior stakeholders with a strong service orientation and delivery focussed.
- Experience to positively lead a team, influence outcomes and re-engineer business processes to ensure optimal performance.
- Have experience in analysing data and producing reports, (experience with Microsoft Excel and PowerBI highly desirable).
- You have highly developed organisational skills.

**Qualifications**

Tertiary qualifications in Business, Commerce, Finance, Accounting, or a relevant discipline is highly desirable.

**Benefits**

There are many reasons to work at VMIA, here is how we will support you:

- **Flex Work** - VMIA is supportive of hybrid working to help our people perform at their best. We come together for majority of your working week in a collaborative office environment fostering connection and strengthening networks.
- **Parenting support**:

- VMIA provides 14 weeks paid parental leave (after six months of service) for primary carers and 2 weeks for secondary carers. And we're breastfeeding friendly accredited.
- **Learning and development** - You'll be encouraged to achieve your career goals in our progressive learning organisation supported by in-house training programs, an annual investment of up to $2,500 in your learning and development, access to LinkedIn Learning, and annual performance and development planning.
- **Physical and Mental wellbeing** - We provide Wellness sessions, an Employee Assistance Program (EAP), Wellbeing leave (two days per year), annual flu shots, and an ergonomic subsidy for every new starter.
- **Culture and lifestyle** - People are at the heart of everything we do On offer is an office in the heart of the city in an iconic building with end of trip facilities, access to one day per year paid Volunteer leave and assistance with transitioning through life stages such as welcoming a ne