Business Improvement

Location: Sydney CBD

• Permanent Opportunity as a Business Improvement & Delivery Manager with icare
• Hybrid working environment, office in Sydney CBD
• Offering competitive salary and benefits

About the Role

Lead and deliver business benefits and value through continuous improvement change activities for both NI and TMF Workers Compensation Schemes, in Policy, Billing and/or Claims functions. Define, measure, analyse, improve and control cross-functional change projects to deliver sustainable improvements to systems, processes and tools.Responsible for influencing the strategic direction and shaping the design of platform capabilities and customer experience to meet business and customer objectives. The role will lead a combined team of Business Improvement and Delivery specialists in Policy, Billing and Claims to drive and embed the continuous improvement and design methodologies.

Benefits

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

It's an exciting time at icare where no two days are the same: as an Business Improvement & Delivery Manager you will:

• Lead and manage the continuous improvement roadmap across NI & TMF Workers Compensation schemes (for Policy, Billing and/or Claims) leveraging the WC Service Blueprint.
• Work with leadership team to manage the unified Workers Compensation backlog, ensuring it is well-groomed, prioritised based on business value, technical dependencies, and customer impact, and aligned with strategic goals.
• Collaborate with cross-functional teams to assess competing priorities, refine backlog items, and make informed trade-off decisions to ensure timely delivery of high-impact features.
• Ensure mechanisms to identify risks, issues and successes are in place to support more efficient or customer centric process and practise.
• Facilitate and support the ongoing implementation and maintenance of best practice frameworks, methodologies and procedures and innovative technology.
• Understand current and future objectives/needs across the business through collaboration and stakeholder management.
• Ensure a shared understanding of the continuous improvement roadmap to prompt discussions and seek to clear roadblocks. Proactively partner with and present to internal stakeholders and executives seeking their input and buy-in.
• Develop and drive strategies, initiatives, research, analysis and review to uplift the customer experience.
• Lead the design and implementation of further improvements of the platform, process and customer experience.
• Provide inputs into planning and delivery activities and lead the resourcing allocation/management of the team to ensure milestone are met.
• Represent the business in project delivery to ensure alignment to business outcomes and priorities, including technology.
• Liaise with key stakeholders and ensure that their input is sought in a timely manner and that all relevant matters are appropriately followed up.
• Lead the performance and development of a cohesive and professional team to ensure consistent service delivery and provide a harmonious work environment for team members.

Skills & Experience

• 10+ years of experience in the insurance or compensation sector
• Proven experience in leading and managing high-performing teams
• Extensive project/program and process management experiences
• Knowledge of a customer-centred approach to service delivery
• Proven leadership and team management skills
• Strong stakeholder management and communication skills
• Strong program / Project management skills
• Continuous improvement mindset and skills
• Desirable
• Proficiency in Agile frameworks and product management
• Technical proficiency and/or experiences working with Guidewire platform
• Business systems management experiences in underwriting
• Project management methodologies and certifications e.g. Lean Six Sigma, PMP

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, to deliver better outcomes for those we serve. 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.

If you are an employee of icare please apply via Hugo to submit your application. We want to support you with the next step in your career.

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.