Manager, Agent Performance

15 hours ago

Geelong, Victoria, Australia WorkSafe Victoria Full time $163,604 per year
  • $163,604.00 per annum + 12% superannuation
  • Full Time, ongoing opportunity
  • Wadawurrung Country / Geelong based (hybrid working model - 3 days per week in office)

This position will require attendance in our Melbourne CBD office, up to 2 days per week.

About the role

The Manager, Agent Performance & Relationships will be responsible for leading the engagement between the senior management across the WorkSafe agent panel (general and specialist agents) and RTWV. The focus of the role is to support agents and RTWV to deliver against performance KPIs, implement projects and strategies, and identify risks and manage issues.

Through the building of effective relationships across all divisions in RTWV along with other areas and agents, you will help monitor the performance of, shape and contribute to the development and improved performance of WorkSafe Agents and the scheme.

In addition you will also enjoy the opportunity to coach and mentor others, supporting in their professional development.

Key Responsibilities

  • Lead the development, delivery and continuous improvement of WorkSafe's Agent Performance Management, Agent Engagement and Agent Pilot frameworks plus other Agent frameworks as they arise.
  • Lead the relationship development with Agents ensuring a transparent, collaborative and effective relationship is always maintained with the Agent Performance & Relationship team
  • Work closely with business owners to lead the annual development of WorkSafe's Agent incentive program
  • Develop and maintain effective relationships with internal and external stakeholders, making recommendations regarding their involvement/influence on project outcomes.
  • Lead the co-ordination of WorkSafe's response to Agent performance issues, including partnering with various RTWV business areas.
  • Collaborate with the Agent Contract branch to ensure alignment of Agent performance management with contract management.
  • Ensure the timely and appropriate resolution of issues raised by Agents at an operational, enterprise and scheme level. Includes facilitating the coordination of agent-related cross-divisional issues and concerns in conjunction with Subject Matter Experts.

About you

You will have extensive experience and knowledge of Workers Compensation, combined with your ability to apply reasoned judgement to complex issues that arise, including those unexpectedly.

Your strengths will also include your leadership and relationship building skills, including the ability to negotiate and influence at a senior level on complex issues.

Skills and experience

  • Well-developed technical expertise in a specific area, or management and leadership of professional teams.
  • Working independently as a specialist or directly managing a smaller number of staff consisting of subordinate supervisors or team leaders.
  • Accountability for achievement of team results.
  • A demonstrated ability to manage conflicting priorities, perform under pressure, be decisive, show initiative and flexibility in the absence of supervision and direction.
  • The capacity to develop and document strategic work and business plans and lead complex organisational change.
  • You will have an in-depth understanding of WorkSafe business, Workers Compensation, Personal Injury, and the Agent panel and Agent contracts.
  • An in-depth understanding of relevant legislation, the Agency Agreement, Agent remuneration and performance expectations

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