Team Manager, Technical Support

About Us:
Gallagher Bassett is the world’s premier provider of risk and claims management services. We believe that - with proper management - a world of risk becomes a world of possibilities. It becomes a world where businesses and organizations are freed to do what they do best. To build. To serve. To move forward. Knowing the responsibilities of today and their people are being cared for.

So wherever opportunity and need come next in this world, Gallagher Bassett is there. From Walla Walla, Washington to Wallaroo, South Australia. More than 5,000 of the most dedicated professionals backed by the industry’s most powerful technology. Each with a single and powerful purpose: To GUIDE those suffering a loss to the best outcomes for their health and financial wellbeing. To GUARD our clients’ assets as the trusted stewards of their risk and claims management programs. To GO BEYOND expectations in the continuous pursuit of a better way.

Overview:
Gallagher Bassett is Australia's largest Third-Party Administrator (TPA). Our focus is refreshingly simple: we manage insurance claims on behalf of insurers, brokers, government bodies and self-insured corporations.

Gallagher Bassett (GB) has six offices in Australia located in Northern Territory, Adelaide, Perth, Brisbane, Melbourne, and Sydney, and employing over 1000 staff.

We are thrilled to be returning to something that we do incredibly well, as we return to the NSW workers compensation arena we do so with a sense of renewal, excitement, and ambition. Our globality means that we are solid and stable, and our local leadership allows us to innovate and offer you safe structure, unabated support to do your job well and of course an opportunity to be part of something new.

**Responsibilities**:
The purpose of this role is to lead a team which provides exceptional technical support services to the workers compensation claims teams under the Icare NSW workers compensation scheme.

Oversee the daily operations of the Technical Support team and ensure the provision of a professional and customer-focused service by utilising effective leadership, coaching, and mentorship to drive outstanding service performance.

**Key Responsibilities**
- Lead a team of technical specialists who are responsible for WPI, WID, Litigation, Disputes, Work Capacity Decisions and general claims technical support;
- Contribute to shaping our culture through high levels of people engagement, with a view to recognising the importance of diversity and increasing our people’s satisfaction levels and having pride in our goals;
- Monitor service performance by establishing clear goals and expectations, tracking progress against goals, ensuring timely feedback, appropriate support, addressing performance deficiencies promptly and recognising and rewarding exceptional performance;
- Mentor your team and provide them with coaching and professional support to ensure they reach their full potential. Analyse team performance trends and projections, and implement remedial action to resolve issues where required;
- Promote a culture which ensure compliance to our business processes is adhered to;
- Identify areas of opportunity within your team and the business and take any action to improve outcomes for our customers and people.

Qualifications:
**Essential**

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- Previous experience in the delivery of Workers Compensation Technical Claims Services in the NSW scheme;
- Workers compensation and/or claims management experience in a leadership capacity;
- Strong understanding of the NSW Workers Compensation legislation and regulatory requirements;
- Knowledge of general business and administrative practices and managing cost effective business activities;
- Experience in managing performance through qualitative and quantitative metrics;
- Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of stakeholders;
- Proven history of leading, managing and developing a team with diverse and specialised skills.

**Desirable**
- Tertiary qualification in business or management;
- Industry specific qualifications in another relevant field e.g. PIEF Cert IV Case Management.
- GB values its employees and offers a friendly, comfortable working environment that facilitates a work and life balance_
- Be engaged with a high performing and agile team backed by a positive culture and a range of employee benefits. If this sounds like your future career, then we want to hear from you today_