Claims Resolution Manager

**Overview**

The Claims Resolution Manager within the Claims Administration team is an expert in AustralianSuper Insurance matters, responsible for enabling the teams to deliver a high level of service to members, claimants and clients.

The purpose of the role is to successfully resolve any issues or escalations that arise to meet Trustee business needs and priorities. The role is highly involved in incident and change management across the area.

The key focus of the role is on the resolution of issues or escalations identifying areas of concern and taking action to resolve quickly, identifying controls or areas of improvement and managing through to implementation.

This role is responsible for leading, engaging and motivating service teams to deliver on the operational objectives. In addition, the ability to engage effectively with internal and external stakeholders, including the Trustee, Insurer, the Claims team and other business leaders to provide strategic leadership and drive continuous improvement is business critical.

**Key Accountabilities and main responsibilities**
- Build effective relationships with the team and key contacts, create positive impressions with all stakeholders, and assist team members to do likewise
- Control audit and compliance within Claims Admin
- Incident Management
- Ensure ageing claims being managed effectively within teams
- Support transitions into AustralianSuper both employer and fund based.
- Provide clear direction and manage issues and escalations, monitoring progress whilst ensuring adequate controls and improvements are implemented
- Embrace and support change to drive superior customer service from the team
- Be committed to the Trustee Insurance philosophy and strategic objectives and communicate the vision
- Meet frequently with the Insurance Leadership Team to discuss escalations and issues, and provide feedback on team performance
- Coach and mentor other staff to deliver outstanding service, and take action to develop capability
- Ensure all escalations and issues are resolved promptly and preventative measures implemented
- Actively contribute to and support the provision of superior customer service
- Actively share knowledge and experience with others
- Collecting and analysing data to highlight trends, and produce reports as required by the Trustee Office and Senior Management Team
- Provide the team with clear and current case management principles and claims procedures
- Assist the Business Delivery Manager and Insurance Leadership Team with ad-hoc matters as required

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

**Experience & Personal Attributes**
- Minimum 2yrs experience in group life claims or equivalent (relating to personal injury)
- Case management and/or claims assessment experience
- Customer service experience
- Experience with claims escalations
- Coaching of other team members
- Proven ability to effectively handle difficult conversations
- Expert level of Group Insurance knowledge (including Death, TPD, TIB and PI claims processes), with specific focus on the AustralianSuper Insurance arrangements
- Strong analytical and problem solving skills
- Understanding of workflows and impacts to the business processes
- Evaluating quality and reporting on outcomes and trends
- Microsoft Office skills (Word, Excel, PowerPoint)
- Strong communication skills (verbal and written)
- Ability to self-manage, prioritise work and handle multiple tasks
- Build effective relationships with team and key contacts
- Ability to have coaching conversations
- Maintain and enhance effective relationships with internal and external stakeholders
- Embrace and support change to provide superior customer experience
- Influencing & negotiation skills to drive member outcomes
- Be an active team player and contribute to shared team objectives

Desirable:

- Group superannuation knowledge (including SIS Act, Insurance Act)
- RG146 compliant
- Tertiary qualifications in business, insurance legal, financial planning, or related

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration with a full rang