Administration Team Leader

**Newcastle, NSW**
- **Full time - Permanent Opportunity as an Administration Team Leader with icare**:

- **Hybrid working environment, office in Newcastle NSW**:

- **Offering starting salary of $129,464**

**About the Role**

**Benefits**
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- Comprehensive learning and development support aligned to icare’s Core Capabilities.
- Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
- Access to our Employee Assistance Program

**Duties**

It’s an exciting time at icare where no two days are the same; as an **Administration Team Leader** you will:
**Team Leadership & Performance**

**Outcome**: The team is consistently high-performing, motivated, and aligned with the goals of the Workers Compensation business, delivering high-quality administrative support.
- Lead, coach, and develop a high-performing administration team to meet or exceed agreed key performance indicators (KPIs).
- Set clear individual and team objectives, ensuring alignment to the purpose, business goals and regulatory requirements.
- Monitor team performance and provide regular feedback, coaching, and development opportunities to support ongoing professional growth.
- Foster a customer responsive culture of accuracy, efficiency, and continuous improvement within the team.

**High-Quality Administration & Coordination**

**Outcome**: Administration processes are executed with a high degree of accuracy, efficiency, and compliance, ensuring a seamless and consistent user experience.
- Oversee the end-to-end administrative process and operational support tasks, ensuring adherence with service level agreements, quality standards and customer expectations.
- Proactively work with, and support peers, to deliver high-volume processing workflows across the various administration teams.
- Develop and implement strategies for improving administration processing time and reducing rework or delays.
- Lead the identification and resolution of process bottlenecks, ensuring administrative workflows are continuously optimised.

**Operational Efficiency & Continuous Improvement**

**Outcome**: Administration processes are streamlined and continuously improved, leading to greater efficiency, reduced processing times and improved outcomes.
- Analyse and communicate administrative performance data, identifying trends and implementing process improvements to enhance efficiency and accuracy across the team.
- Implement process improvements to streamline administrative workflows, reduce inefficiencies and improve the user experience.
- Implement technology-driven solutions, such as automation tools, to improve administration processing speed and accuracy.
- Provide input on system enhancements and policy changes to improve administrative outcomes.
- Encourage team members to contribute ideas and participate in improvement initiatives to build a customer responsive and continuous improvement culture.

**Compliance & Risk Management**

**Outcome**: Administrative functions are fully compliant with regulatory requirements, minimising operational risks and ensuring continuous quality.
- Implement and conduct compliance audits on administration tasks, ensuring compliance, data accuracy and adherence to policies.
- Implement proactive strategies to minimize administrative risks, such as inaccurate data, processing delays and discrepancies.
- Ensure regulatory compliance and quality standards are maintained through regular reviews to identify gaps and implement improvements to ensure quality standards are maintained.

**Customer & Stakeholder Experience**

**Outcome**: Internal teams, external partners and stakeholders receive professional administrative support and expert advice, ensuring enhanced customer experience.
- Serve as a key point of contact on administration, providing expert guidance on escalated matters and complex administrative issues.
- Ensure timely and clear communication to support efficient administration processing and resolution of issues.
- Build strong relationships and actively collaborate with internal teams, external partners and stakeholders to ensure smooth operations and delivery of service.
- Represent the administration teams interests in internal meetings and projects, offering insights on process improvements and operational challenges.

**Skills & Experience**
- Experience in leading a team
- Demonstrated team management skills, with a focus on capability uplift, coaching and performance.
- Strong attention to detail and ability to manage high-volume administrative tasks efficiently.
- Strong problem-solving abilities with the capacity to address complex administrative issues.
- Excellent stakeholder engagement and communication skills.
- Experience working in insurance or workers insurance.
- Experience in process automation and digitization.

**Culture**

We know our strength comes