Technical Claims Manager

**About the Role**

You will maintain clear oversight of the key performance drivers and focus on improving claims outcomes to deliver a strongly customer centric experience. You will play a key role in supporting icare’s transformation of its General Lines claims framework and its ongoing focus to uplift claims performance.

**Benefits**
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- 17.5% annual leave loading
- icare day - access to an extra day’s leave
- 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 Technical Claims Manager - Property and Construction you will be involved across:
Strategy and Planning
- Support the implementation and communication of claims strategies to achieve overall business targets
- Contribute to the development and implementation of appropriate processes, procedures and strategies for the claims function to support the delivery of business targets
- Contribute to the development and delivery of a strategic approach in large property and construction claims to ensure opportunities for strong financial outcomes are identified and achieved

Policies, Process and Procedures
- Monitor and manage claims service performance to ensure control of and reliable prediction of claims cost and frequency
- Work closely with the Product, Client Engagement and Risk Advisory team/s in the identification and remediation of claims trends.
- Maintain Claims Quality Assurance systems to ensure effective control and delivery of robust claims processes. Assist in the development and improvement of icare’s claims management framework

Customer Focus
- Work with Client Engagement partners to build and maintain relationships with key agencies to support their operations
- Develop relationships with key internal stakeholders to deliver a first class claims experience from lodgment to resolution

Technical Performance
- Handling the highest value, complex, contentious and strategically important claims caseload in a technically excellent manner to ensure they are appropriately reserved and resolved for the optimum outcome
- Liaise with Agencies, Client Engagement, Risk Advisory and Product to provide feedback as required, respond to their requirements and to involve them in the claims management process in cases of particular complexity. Work closely with the Reinsurance Team to keep reinsurers informed and manage recoveries.
- Carry out leakage and peer review audits to ensure internal and external compliance for a technical and stakeholder engagement perspective
- Monitor and enforce the Treasury and icare reserving guidelines and claims management philosophy to deliver Claims Excellence in the property and construction portfolios
- Assist in developing and maintaining appropriate technical standards for icare to ensure continuous business process improvement
- Assist in the development of processes to ensure that the claims function is aligned to the needs of the business, and works closely with Client Engagement, Product and other business functions
- Use your knowledge and experience to mentor and develop junior colleagues

**Skills & Experience**
- Strong technical background in property and construction related material damage claims
- Experience successfully handling large, complex and catastrophe event losses
- Ability to manage construction related liability and professional indemnity claims
- Broad working knowledge of claims systems, service requirements and processes
- Flexible and agile approach to claims management and problem solving
- Ability to work independently and balance competing demands
- Sophisticated negotiation skills and change management experience
- Effective and persuasive communication skills
- Experience working as part of a senior team in a multi-product insurance environment
- Background in property/construction loss adjusting
- Experience managing motor claims
- Experience mentoring and developing junior colleagues
- Ability to contribute to the improvement of icare’s claims management and reserving framework
- Experience working with State or Federal Government clients

**Culture**

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

**About the Company**

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including