Claims Outcome Lead

About Resolution Life

At Resolution Life, we are resolutely committed to protecting the financial futures entrusted to us.

For customers, advisers, companies and the industry, we are making an impact worldwide.

Resolution Life is a global life insurance group focusing on reinsurance and the acquisition and ongoing management of portfolios of life insurance policies.

Resolution Life Australasia, manage ~$30 billion in assets, service over 1 million customers with superannuation, investments and life insurance policies and have over 1000 employees across Australia and New Zealand.

Why us?

We are committed to providing our customers with peace of mind that their life insurance, superannuation, and investment policies are in safe and trusted hands for the long term, through providing quality investment management, competitive premiums and excellent customer service.

We are one of the first life insurers globally to operate in an entirely Enterprise Agile environment and have a contemporary 100% cloud-based technology offering.

The Opportunity

Are you enthusiastic about driving performance and achieving outstanding customer outcomes? Join our team as a Claims Outcome Lead and play a pivotal role in managing day-to-day performance, ensuring service levels, and handling customer complaints. In this permanent position, you will collaborate with key leaders across the Claims Team to deliver exceptional results in line with our Objectives and Key Results (OKRs).

As a Claims Outcome Lead, you will be responsible for optimising team performance through proactive pipeline management, data-driven decision-making, and fostering a culture of continuous improvement. Your role will involve identifying opportunities for process and capability enhancements, managing stakeholder expectations, and championing customer feedback to drive meaningful change. You will also empower your team through servant leadership, ensuring everyone is accountable for achieving team goals.

This role offers a permanent full-time contract and embraces flexible working arrangements. You’ll have the freedom to work remotely, with the requirement to attend the office twice per week. This ensures a harmonious balance between business needs and personal flexibility.

Your Story- Claims Expertise: Demonstrated technical proficiency in driving strategy and managing claim durations, ensuring that all claims processes are optimised for efficiency and effectiveness.- Outcome Driven: Strong focus on achieving team OKRs and delivering measurable results, consistently aligning team efforts with organisational goals.- Execution Excellence: Proactive in planning and executing team OKRs, including forward-planning pipelines, raising and resolving blockers, and seizing opportunities to ensure results are delivered.- Customer Centricity: Deep understanding of end-to-end customer journeys and a commitment to driving customer-focused improvements, ensuring that customer feedback is used to enhance service delivery.- Agility: Ability to pivot and adapt to changes swiftly to meet customer and business objectives, maintaining flexibility in approach to handle dynamic priorities.- Proactivity: Influential in driving outcomes across business units with a sense of urgency, ensuring immediate attention to customer-related functions and proactive management of risks and dependencies.- Effective Communication: Strong relationship-building and communication skills with internal and external stakeholders, ensuring clear and timely communication to drive team and business outcomes.- Problem Solving: Quick identification and resolution of issues with effective solutions, leveraging analytical skills and data-driven decision-making to overcome challenges and optimise performance

Critical Skills
At Resolution Life, we have identified the following critical skills which are key to success in our culture:

- Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
- Critical Thinking: Thoughtful process of analysing data and problem-solving data to reach a well-reasoned solution.
- Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
- Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
- Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

What Will We Do For You:
Our culture underpins our values and guides our decision making. It's also what makes Resolution Life a great place to work.

Resolution Life Australasia supports virtual working, and our enduring primary place of work continues to be “virtual” with the physical office and home office used interchangeably. We recognise that our workers can contribute and connect equally regardless of where they are located, and we have seen and experienced the wellbeing and benefits that