Manager, Insurance Solutions

Overview

The role of Insurance Solutions Manager is to oversee the delivery of key strategic and operational goals of the Insurance Solutions team, building strategic relationships with clients and internal Link Group stakeholders to ensure the clients (both internal and external) receive excellent on time service delivery, consistency, and quality.

Key Accountabilities and main responsibilities

Strategic Focus

Responsible for building a high performing team to ensure service levels are met and to prioritise and adapt work to align with organisational goals.

Create and drive an organisational culture where employees are engaged and motivated through demonstrated leadership effectiveness.

Ensure that all interactions and activities are oriented to the member experience.

Ensure all teams work within the agreed operating model and ensuring governance guidelines are adhered too.

Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required.

Implement and embed any Service Excellence initiatives to improve quality, performance and efficiency of the team to facilitate best practice insurance member rectifications.

Ensure the development of a risk management culture, and effectively limit risk exposure to Link Group with strategies to mitigate risk.

Ensure all people management responsibilities for the team are completed effectively and on time. Develops team members to meet their potential, career goals and the organisation's goals.

Ensure total compliance with the incident management framework.

Work in partnership with the broader leadership team to drive strategic direction and provide effective leadership.

Deliver and champion continuous improvement initiatives to ensure that best practice is incorporated into technology.

Establish and maintain strong working relationships with key internal and external stakeholders, to ensure alignment with and delivery of customer centric solutions against the overall strategy.

Work within a dynamic, varied, complex and time critical environment to the highest quality standards without compromising risk and cost to service.

Liaising with multiple internal departments to ensure insurance processes are executed in the best interest of the member.

Driving change and adapting to new technology and processes induced by the technology cycle.

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

Minimum 5 years' IT management experience in large volume businesses.

Ability to engage with senior stakeholders (both internally and externally)

Ability to build high performing teams to deliver on key operational targets and service levels and plan, prioritise and adapt work to align with organisational goals.

Ability to lead change and manage through ambiguity

Active leadership with the ability to motivate and engage staff and to create an environment that encourages innovation; develop people to meet their potential

Proven commercial acumen

Excellent negotiation and communication skills both verbal and written, including the ability to adapt communications to meet the needs of different audiences

Ability to build strong customer relationships and deliver customer centric solutions

Proven customer focus and a strategic mindset

Strong analytical and problem solving skills and methodologies.

Strong quality assurance and staff development focus.

Ability to set clear goals to achieve outcomes, take accountability and ownership of actions and hold others accountable to meet commitments.

Ability to effectively understand and manage operational risk.

Strong MS Office skills in Word, Excel, PowerPoint.

Client management experience.

Knowledge of Superannuation / insurance including legislation and best practice.

**Desirable**:
Formal tertiary qualification in business management or related discipline is desired

Previous experience leading Group Life teams
Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.
Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administratio