Assessing Manager

• Permanent Role
• Location QLD, NSW, VIC, or SA

• Actively motivate, develop and coach ASCO's to drive results and create a high performing team and highly engaged team.
• Create a plan to drive performance of the team that delivers team results against the Natural Hazard and Event strategy, in conjunction with the overall Assessing Strategy.
• Manage the day-to-day operation of the team, ensuring all service levels and key result areas are clearly communicated to team members to enable them to meet or exceed targets.
• Work with the Operations team and other Assessing Managers to effectively and efficiently manage workflows within the assessing department. This includes analysis of data and reports to identify trends to continuously drive an improvement in business results.
• Embed among the team a culture of timely and decisive action on claims to deliver great customer and business outcomes. This includes timely resolution of complex queries requiring decisions to be made at Leader level.
• Developing a customer first mindset to drive a strong customer and cost focus.
• Managing team compliance, including compliance with Suncorp policies and procedures, to enhance effectiveness, mitigate risk and meet regulatory obligations.
• Actively assisting with the management of events and catastrophes in accordance with Event Response Management and Business Continuity Plans.
• Contribute to the development and operationalisation of the strategic plan for the Region.
• Promote relationships with internal / external assessors and repairers to increase and maintain a superior customer experience and delivery of service standards.
• Create and maintain relationships amongst Client Managers, Assessors, ASCO's to ensure a seamless Customer Experience throughout assessment and fulfilment.
• Identify and organise the relevant technical training for ASCO's.
• Proactively identify potential risks and mitigate where possible to avoid unnecessary escalation of a claim.
• Ensure individual and team compliance with all internal policies, procedures, legislative and external requirements (e.g. General Insurance Code of Practice, Privacy, ICR processes).
• Lodge Risks as identified through the appropriate risk tool and insights shared with peers and feedback if provided to any affected stakeholders.
• Streamline assessing processes to reduce active claim life, including the design and
• implementation of process improvements following appropriate governance.
• Promote thinking among teams that identifies opportunities for change to generate efficiencies, cost and customer outcomes, and improve quality.
• Management of various operational coordination activities to support the assessing teams.
• Identify and champion the implementation of key technology improvements and maximise the currently deployed systems - e.g. In4mo, Virtual Assessing.
• Work closely with the leadership team to provide operational insight on the performance of the assessing function against operational and strategic objectives.

• Industry Qualifications (e.g. Cert IV in General Insurance) Desired
• Preferably 3 years' experience leading a team of people
• Working knowledge of the Insurance Industry principles and regulations, as well as knowledge about business products, policies and procedures.

• Strong Leadership capability with a proven ability to lead a team to achieve individual, team and divisional goals.
• Ability to lead a remote team to achieve positive cost and customer outcomes
• Strong coaching and development capability with ability to identify developmental needs of team members and tailor training activities to achieve positive outcomes using a coaching methodology.
• Proven ability to deliver customer service excellence
• Strong analytical skills with the ability to develop solutions and courses of action by using an information base to identify key issues, compare with other data and determine cause-effect relationships.
• Strong change management capability with the ability to recognise, understand and support the need for change and manage the impact on both the team and self.
• Strong Problem-solving skills, with the ability to seek out information and break down problems and situations into simple lists of components.
• Strong time management skills with proven prioritisation capability.
• Strong negotiation skills with a constructive and collaborative style
• Adaptable and responsive to a continuously changing environment.

• Discounts and offers on a range of insurance products
• A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.
• Invest in your brighter future with ongoing study support and career development programs.
• Give back to our communities with payroll giving, donation matching and paid volunteer leave.
• Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.

Suncorp