Team Manager Claims Performance and Member Experience

6 days ago

West Perth, Australia Royal Automobile Club of WA Full time

With over 1.3 million members, RAC is one of WA’s most iconic and trusted brands. We are a purpose-led member organisation striving to create greater value for our members and deliver on our purpose to be “The driving force for a better WA.”

As the Team Manager, you’ll oversee daily claims operations, ensuring the efficient and consistent delivery of services aligned with RAC’s purpose and strategy. You will be a key contributor to driving improvements in service quality, claims performance, and team capability. This is an opportunity to lead a dynamic team, influence positive outcomes for our members, and play a pivotal role in shaping RAC’s claims experience.

Key Responsibilities- Lead the delivery of high-quality, member-focused claims services aligned to business goals.- Monitor team performance against KPIs and identify opportunities for process and service enhancements.- Provide technical support for complex claims and ensure compliance with legislation and policy.- Coach and mentor team members to build skills, engagement, and professional development.- Manage financial performance and ensure cost-effective claims outcomes.- Collaborate with internal and external stakeholders to deliver effective claims resolution.- Champion continuous improvement and drive change initiatives across systems and processes.- Support risk and compliance efforts through proactive issue identification and resolution.

What You’ll Bring- Demonstrated success in leading large teams and driving performance.- Proven experience in general insurance claims and customer service.- Excellent stakeholder management and communication skills.- Strong analytical, decision-making, and coaching abilities.- Passion for innovation, continuous improvement, and delivering great outcomes for members.- Qualifications in Leadership and Management, Business, Finance or similar.- ANZIIF Senior Associate qualification or equivalent (desirable).

What’s in it for you?- A workplace culture where our people feel valued, respected and empowered- Work in flexible ways that meet work/life commitments and support wellbeing- Be part of a purpose led organisation that gives back to the WA community- An environment that values ongoing career development- Free Roadside Assistance and discounts on RAC products and services including Insurance, Holiday Parks and Resorts, Security, Finance and Auto Services- Opportunities for community engagement and corporate volunteering

Applications close COB Friday 2nd May 2025- #BetterJourneysRAC
- #LI-LH1

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