Policy and Governance Lead

**Fixed term, up to 12 months**:

- **Sydney/CBD base location, with Parramatta, Wollongong, Gosford, and Newcastle regional offices**:

- **Attractive remuneration package, including superannuation and benefits**

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.

We insure over 329,000 NSW businesses and 202 NSW Government agencies. We protect around 90 per cent of public and private sector workers in NSW - that's approximately 3.2 million people. icare is a trusted risk advisor to the NSW Government, protecting over $266.6 billion of the state's most iconic assets, including the Sydney Opera House and the Sydney Harbour Bridge.

**The opportunity**:
If successful, in this role you will support the activities of the Customer Advocate Office to enable the Customer Advocate to help icare schemes deliver fair customer outcomes; provide guidance and challenge for the purpose of ensuring the fairness and integrity of icare’s service design and service delivery and to ensure that those icare serves are at the centre of decision-making in accordance with the Customer Advocate Terms of Reference.

It’s an exciting time at icare where no two days are the same; as the Policy and Governance Lead, Customer Advocate Office you will:

- Research and evaluate best practice in community and customer related strategies, policies and governance in order to support the activities of the Customer Advocate Office, to assess and advise on relevance and potential impact on current and future initiatives to key internal stakeholders across icare.
- Provide sound information and advice on current and emerging customer priorities and related policy issues to key internal stakeholders across icare to ensure issues are satisfactorily resolved or addressed.
- Establish and sustain highly collaborative partnerships and communications with senior policy professionals and key stakeholders across the cluster, public sector and key external stakeholders to optimise engagement, consultation, negotiation and facilitation of customer policy implementations and improvements.
- Support the development and implementation of an ongoing communication and engagement strategy to promote an understanding of the role and activities of the Customer Advocate across icare’s scheme and with external stakeholders including participating in cross-functional and external stakeholder engagement activities.
- Undertake detailed analysis and thematic reviews of customer issues to assist in identifying and assessing potential customer systemic issues and customer experience improvements, develop recommendations and work with business owners to enable resolution of identified issues.
- Support the development and implementation of a roadmap of key deliverables for the Customer Advocate Office including coordination and collaboration across each of icare’s schemes as well as external stakeholders.
- Prepare high quality written reports, briefs, correspondence, and documents to inform or respond to management requests, and inform decision-making.

**Your story so far**:

- Relevant professional qualifications in law, business or other relevant discipline, with extensive experience of working in professional field.
- Approachable with an open communication style and ability to deal with a range of people at different levels.
- Strong collaborator, with verbal and written communication skills, with proven ability to negotiate and influence outcomes within a matrix style organisation.
- Customer advocacy, complaints management, compliance, regulatory affairs or equivalent knowledge and skills acquired in a regulated operating environment.
- Solid understanding and experience in workers compensation or general insurance, or financial services
- Experience in the design and/or establishment and implementation and/or enhancement of customer policy
- Highly developed written, oral communication and interpersonal skills, with the ability to support cultural change programs

**What we offer**:
We know our strength comes from the diversity of our people and so we want people with different experiences and backgrounds to apply. We recognise the importance of balance and flexibility and understand that it’s not a one size fits all approach.
- icare provides career opportunities and great employee benefits, including:

- Flexible working arrangements to help you balance work and life
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- Comprehensive learning and development support
- Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
- Access to our