Team Leader Claims Processing

2 weeks ago

Greater Adelaide SA, Australia Bupa Full time

Permanent full-time opportunity
- Flexible working arrangement, based in our Adeliade CBD office
- Higley rewarding role in a fantastic work culture

**The heart of the role**:
The Team Leader’s primary role is to lead, develop, mentor, coach and inspire a team population by driving a high-performance culture that is focused on delivering an exceptional customer experience that is efficient, profitable, and sustainable.

Responsible for the day-to-day operations and will be required to analyse results and performance and deliver strategies to achieve and exceed individual and team targets. This will be achieved through the development of individuals through behaviour coaching and performance management whilst embedding a customer centric, and first resolution culture.

**Key responsibilities include**:

- Effectively lead and manage people, processes and technology to facilitate the delivery of excellence in service, operational and productivity efficiencies, people performance and achievement of financial budgets, while ensuring Claims Processing and Admin Services is a place where people want to work
- Monitor and increase conversion rates within team through better use of call practices and coaching
- By personal example lead the adoption of Bupa Australia Vision and Values
- Proactively manage change and coach the team through change management process
- Foster effective relationships with other business units to ensure success of business initiatives
- Effective day to day management of the team acting as a point of escalation for decision making
- Manage the performance of the team in line with Bupa’s policies and processes and in a way that leads to improvements in employee engagement
- Identify, support and implement strategic initiatives to ensure efficiencies and increase automation

**About you**:

- Minimum 2-5 years' experience in a leadership role
- Demonstrated experience in coaching others to achieve better customer experiences
- Proven ability to successfully lead and inspire teams to achieve or exceed targets through driving a high-performance culture
- Experience in a complex, highly legislated claims environment
- Demonstrated experience in managing customer relationships
- Experience in effectively resolve provider / broker / client complaints
- Experience in lead referral management practices

**We’ve got your back**

The special thing about Bupa is that care is at our core and will always be a part of how we operate. Extending that, we want our people to feel they are benefiting from Bupa’s purpose: so that everyone is supported to live the healthiest and happiest version of themselves. Simply put, this is what wellbeing means at Bupa.

Our global wellbeing program covers all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We are providing health benefits, information and support for everyone who works here, no matter their role.

**Our range of benefits include**:

- Fully subsidised health insurance products - How good is that
- Discounts on travel, car and home products, as well as discounts on Bupa services such as Dental and Optical, skin checks and vaccinations
- Discounted products and services via our extensive partner network, like Apple, Endota Spa, New Balance, Garmin, JB Hi Fi,
- An additional annual leave day for you to focus on your wellbeing
- An additional volunteer day each year for you to give back to your community

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