Pri Claims Supported Team Leader

1 week ago

Melbourne, Australia Insurance Australia Group Full time

READY FOR ANYTHING

At IAG, we live and work by our purpose to make your world a safer place. We are motivated by a unique culture that celebrates honesty, creativity, empathy, equity and collaboration. We call it the IAG way, and it means we all share a ‘ready for anything’ mindset that sets the tone for positive actions and positive outcomes. We put heart into everything we do which guides us to create amazing things for our customers, our people and our communities.

As the largest general insurance group in Australia and New Zealand, we own some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI. We are ready for anything.

The purpose of the role and your unique contribution to IAG’s purpose is to effectively lead a team of people to manage a portfolio of claims in the Professional Indemnity Supported claims segment. You will be responsible for managing the team’s workflow, coaching and providing technical assistance to direct reports to ensure they deliver an exceptional customer service experience to our insured as well as internal and external stakeholders. This role plays a pivotal role in the customer service experience in the Professional Indemnity Supported claims’ segment, which ultimately benefits IAG, our policy holders and key stakeholder groups.

Key Responsibilities
- Ensure the team displays and consistently achieves a high level of claims management service delivery to ensure the achievement of financial and other service performance metrics.
- Monitor team performance by reviewing reports and monitoring workflow to maintain service excellence standards and be proactive in addressing any shortcomings.
- Provide accurate and regular tailored feedback on team’s performance and issues through the completion of monthly reports.
- Develop and maintain internal and external customer relationships and ensure the team maintains a high level of customer service.
- Report on the financial metrics in relation to the team and what impact this has in relation to the profitability of the Business Unit.
- Display effective leadership capabilities by fostering a high performance team culture and actively coaching and developing a team of professionals across the business to strengthen capabilities and performance outcomes.
- Ensure alignment to the claims segmentation model.
- Handle and/or provide technical assistance to team members in managing complex or litigated claims

Skills & Experience
- Extensive experience in successfully managing complex professional indemnity claims.
- Experience in successfully leading, coaching and developing a team.
- Workflow management.
- Able to build and maintain service quality and excellence to achieve financial performance and service metrics.
- Effectively build and manage relationships with business partners.

Ready for anything? Let’s talk.

IAG rewards and recognises its people with generous benefits, career development opportunities and real work-life balance. Employees also enjoy 13% superannuation, up to 50% insurance discounts, flexible work and leave options, generous parental leave and return to work programs, various corporate partner discounts and a people-focused culture that celebrates achievements big and small.

IAG has committed to the reconciliation movement in Australia for First Nations people and focus on providing a safe and supportive work environment for all our employees. More information on our Reconciliation Action Plan can be found on our company website.

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