Team Leader Motor Claims

**The role**

As the Frontline Motor Claims Team Leader, you will lead, motivate, and develop a team of Motor Claims Consultants, overseeing the end-to-end motor claims process.

**People Leadership**
- Commercial Acumen - Our leaders create an operational setting that delivers high growth and wealth creation opportunities
- Systems Thinking - Identifies and manages the upstream inputs and downstream impacts of actions, change and improvements.
- Execution Excellence - Our leaders accelerate delivery and eliminate rework through disciplined execution, agility and clear KPIs
- Develops People - Our leaders develop, foster and embed new and successful capabilities to create sustainable growth
- Engages our People - Our leaders explain the why on our unique culture and clearly link each team member’s individual actions to the success of the company
- Drives Our Aspirations Culture - Our leaders embed our distinctive High Performance with High Integrity culture with absolute expectations on Accountability and Transparency
- Taking Risks the Right Way -understands and translates our risk framework into clear and practical guidelines for their team while creating an environment that is safe to speak up, discuss mistakes and openly share learnings

**Position Accountabilities**
- Operate within and seek to continuously improve the Motor Claims Operating Model, including:

- Daily disciplines on morning huddles
- Provision of at least 2 hours coaching per day

**Monitor and support the management of a portfolio of claims, including**:

- Develop, coach, and motivate a team of Motor Claims Consultants in order to meet agreed objectives
- Prioritization and allocation of team portfolios and workload management
- Claim review and authorization
- Technical product, process, system, and compliance support

**Performance and progress reporting**:

- Contribute to the development and implementation of strategic and operational activities that will continually improve Claims performance
- Provide detailed input into an ongoing process and system development
- Conduct 1st line Quality Assurance reviews to maintain quality standards in line with standard operating practices
- Coach and train direct reports to maintain skills and competency in relevant industry regulations, obligations, and legislation in order to prevent compliance breaches
- Regular targeted and documented performance reviews to monitor team activities against targets, service levels, and competency standards
- Lead and monitor the team to execute a high standard of service and process adherence
- Provide input into staffing requirements and recruitment

**Expected outcomes of the role include**:

- Improved claim cost performance
- Exceptional levels of service delivery for each and every customer
- High and sustainable standards of quality results
- A highly engaged, capable and professional team aligned to the company values
- Maintaining the integrity of Auto & General underwriting principles
- Reviewing each claim for acceptance in line with the ICA, GICOP and the PDS with consideration of previous IDR and AFCA determinations
- Provide technical guidance and act as an escalation point on complex claims and complaints
- Promote a high-performance culture through staff engagement and productivity
- Highly effective working relationships with key stakeholders (internal and external)
- Operate within and seek to continuously improve the Motor Claims Operating Model, including:

- Daily disciplines on morning huddles
- Provision of at least 2 hours coaching per day
- Demonstrate a commitment to our Leadership Capabilities

**What experience you’ll bring**
- Minimum 5 years leadership / mentoring experience, preferably in customer-facing organisations (Financial Services/Insurance preferred)
- Previous Team Leader or equivalent experience
- Extensive Motor Claims experience beneficial
- Proven ability in leading and motivating people
- Demonstrated ability in managing critical stakeholder relationships
- Ability to effectively analyse and resolve problems
- A core focus on customer outcomes and relations
- Ability for attention to detail
- Ability to innovate and be creative in developing processes and procedures
- Ability to effectively manage conflict and negotiate where required
- Strong coaching culture

**The benefits of working at A&G**
- ** Be rewarded** - we recognise high performance and reward our people for their hard work through bonuses and other perks.
- ** Options for leave** - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
- ** Grow with us** - we’ve got learning and professional development opportunities to suit everyone.
- ** Give back**:

- our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionat