Senior Provider Performance Manager – Care Schemes

About the Role

The Senior Provider Performance Manager – Care Schemes is responsible for ensuring compliance with contractual agreements, monitoring and lifting performance, interacting with service providers, and developing and implementing strategies to ensure strong performance from the Provider network. The role requires a combination of strategic thinking, commercial acumen, ability to understand contractual obligations, relationship management, analytical skills, and an understanding of the insurance and care industry.

This role will facilitate the achievement of the General Insurance and Care (GIC) Service Provider objectives and will enable optimising icare relationships with external partners providing services to support Care Schemes.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• 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

Performance Monitoring & Analysis:

• Regularly tracking and analysing of data to assess and report on Provider performance against service delivery expectations, contractual obligations, customer and commercial outcomes and agreed business initiatives.
• Risk & Compliance:
• Monitoring compliance with regulations, icare agreements, commercial arrangements and policies, and overseeing any required remediation.
• Managing and resolving Provider incidents and breaches in accordance with icare policies and procedures.

Relationship Management:

• Conducting regular Provider governance meetings to review performance, identify areas for improvement, and develop action plans to address issues and ensure achievement of expected Provider outcomes.
• Building and maintaining long-term internal and external stakeholder partnerships to enable constructive performance management related conversations.
• Ensuring clear communication between icare and the Service Provider. Collaborate with the Service Providers to build performance monitoring processes, rhythms and communication that is frequent and demonstrates mutual respect and trust.

Leadership:

• Lead a team of Care Scheme Provider Performance Partners to develop and implement performance management and governance frameworks
• Coach and mentor team members enabling them to achieve their goals.
• Problem Solving & Improvement:
• Collaborating with internal icare stakeholders to identify and address performance issues in a timely manner, developing and implementing solutions to improve Provider performance and the experiences of Those we Serve.
• Ensuring that the Service Provider engages in continuous improvement and innovation, as appropriate.

Reporting & Communication:

• Preparing reports, presentations, and other communication materials to inform internal and external stakeholders about Provider performance, commercial outcomes and key insights.
• Strategic Planning & Execution:
• Managing the overall relationship with Care Scheme Service Providers, collaborating with them to create and implement joint strategic initiatives that align with icare's objectives.

Teamwork:

• Establishing and nurturing strong relationships with internal and external stakeholders, ensuring effective communication.
• Collaborating effectively with icare frontline teams and other business units, to support and enable excellent Provider service execution and business outcomes, and to ensure Providers have the necessary resources and support

Skills & Expertise

• Effective communication, negotiation, and relationship-building.
• Extensive experience in relationship, performance and commercial management in the insurance or financial services industry.
• Proven ability to analyse data, identify trends, and develop solutions to address performance issues.
• Proven ability to develop and implement strategic plans to improve Provider performance and deliver business outcomes.
• 3-5 years in a managerial or leadership role with a focus on managing partner relationships and performance.
• Understanding of risk management principles and regulatory requirements within the public sector.
• Understanding of the insurance or finance industry, including regulatory requirements and industry landscape.
• Experience in planning, coordinating, and controlling projects to ensure timely and effective execution.
• Experience and knowledge of change management principles, methodologies, and tools.

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 helping people return to work.

• For more information about icare visit our website

• icare operates a direct sourcing model so no agency introductions will be accepted

• We are a Circle Back Initiative Employer – we commit to respond to every applicant

• A talent pool may be created through this recruitment process.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.