Home Claims Team Manager

**Responsibilities**:
**About Hollard**
Established in 1999, the Hollard Insurance Company Pty Ltd (Hollard) is part of the Hollard International Group of companies and a top 5 General Insurer in Australia and New Zealand, underwriting a broad range of general insurance products, including motor, home, contents, business, and pet; both directly and through partnerships. In June 2021 Hollard announced it had successfully tendered for the purchase of Commonwealth Insurance Limited (known as CommInsure) from Commonwealth Bank Ltd.

Hollard’s unrelenting focus on diversity and inclusion, collaborative partnerships, and delivering great customer outcomes is at the heart of its business model, driven by its purpose of empowering a resilient future.

**THIS ROLE IS OPEN TO ALL CANDIDATES ACROSS NSW, VIC, ACT, TAS & QLD.**

**Your Team**
The purpose of the Home Claims Team Manager role is to minimise costs whilst delivering timely and quality service outcomes to our customers. The Home Claims Team Manager is responsible for the pro-active day to day management of the Home & Contents claims teams, ensuring that claims are handled productively in considering the cost, quality and timeliness components of claims whilst delivering excellent customer service.

The Home Claims Team Manager must ensure that claims are processed in accordance with policy guidelines, delegated authorities, company procedures and industry laws and guidelines. Additionally, they will actively contribute to the success of the Claims Team and demonstrate behaviour consistent with the Hollard DNA to achieve operational targets, objectives and alignment to Organisational Strategy.

**Your Role**
The Home Claims Team Manager role is responsible for supervising their team, ensuring that customers are receiving excellent customer service via empathic support and accurate guidance, while strategically adhering to cost control. Additionally, to actively contribute to the success of the Claims Team and demonstrate behaviour consistent with the Hollard DNA to achieve operational targets and objectives.

We will provide a laptop, monitor, keyboard and mouse. You just need a strong, stable internet connection and suitable home office space.

**Your duties & responsibilities**
Key focus areas of this role include but are not limited to:

- Manage team to achieve department expense budgets, key performance indicators and financial performance targets and budgets
- Communicate and maintain claims KPI’s, guidelines, recommend updates to process and procedure manuals
- Constant tracking and monitoring of team performance, including the preparation of daily, weekly and monthly reports as required or agreed
- Be aware of the team’s overall performance, as well as individual member performance, using claim data to identify and report on trends, areas of concern and any factor that may positively or negatively affect the claims loss ratio, average claims cost, claims frequency, assessed cost or productivity in consultation with the Home Claims Manager

**Your knowledge & experience**
- Strong knowledge of Insurance Claims discipline, practices and products
- Strong technical insurance and policy interpretation skills
- Extensive experience in end-to-end claims management
- Proactive people management skills
- Ability to effectively communicate feedback to improve staff performance and maintain a positive team culture

**Working at Hollard**
At Hollard you will be part of a supportive, valued and committed team. You will enjoy a challenging and rewarding work environment, career progression opportunities and great staff benefits and corporate discounts. We also offer many benefits to support your professional development and wellbeing including:

- Professional and technical development opportunities
- Flexible start and finish times, working from home (WFH), and other flexible work options to suit your lifestyle
- Competitive remuneration and annual incentives program
- Modern and contemporary offices
- 18 weeks gender neutral paid parental
- Super paid on parental leave without pay
- Additional leave options, including 5 well-being days each year and birthday leave
- Salary sacrifice additional annual leave
- Generous employee insurance discounts
- Novated lease options
- Corporate employee discounts from various retailers
- Wellbeing benefits e.g. vaccinations, health insurance discounts, mental wellness training professional memberships, EAP.

Hollard is committed to creating a flexible work environment that values diversity and inclusion because it creates innovation, improves productivity and boosts profitability. People with disabilities are an important component of a diverse pool of talent and we are determined to draw from this valuable resource. We actively seek to hire disabled employees, as well as people with differences in gender, ethnicity, orientation, age, background, geographical/rural/remote location, disrupted work history due to career o