Client Manager

4 weeks ago

Darwin, Australia Gallagher Full time

Overview

Gallagher Bassett (GB) is Australia and New Zealand’s premier third party claims administrator. We manage claims on behalf of insurers, brokers, government bodies and self-insured organisations. We are part of the leading global risk management and insurance group Arthur J Gallagher & Co. Life at GB is an adventure - often fast paced, unpredictable, challenging and deeply rewarding. It is social and engaging, with our unique and positive culture underpinned by The Gallagher Way – values lived daily by our people. We also offer supportive learning and career pathways and provide ongoing access to training and career development. We invest in our people through strong succession planning and have a number of mentoring and training programs available. There are some great things happening at GB as we continue through a period of exciting period of transformation and change. In the role of Client Manager, you will work closely with the NT Operation Team, Dept of Treasury & Finance, and the wider Northern Territory Government Agencies to influence improved claims and service outcomes for the NT Government community. How you'll make an impact Develop, lead and maintain a strong operational relationship with NTG Agencies and other key stakeholders to ensure that customers service and service quality expectations are being met; Proactively manage day to day relationships with NTG Agencies ensuring delivery of client focused service, tailoring services to meet unique needs of the Agency; Establishment of strategic engagement framework, implementation and monitoring with client (Dept. Treasury & Finance) and Agencies; Meet with stakeholders on a regular basis to obtain and provide feedback, supporting continuous improvement; Attend monthly operational client meetings as well as Client Services team meetings; Participate in agency file reviews (strategic and operational) with the claims team and operational leaders; Resolve escalated complaints from Agencies in accordance with company guidelines; Work closely with internal stakeholders to actively engage with customers to explain what the services are and set expectations with all parties involved; Provide education and training to client agencies with the support of the NT operational leaders; Identify cross sell opportunities within portfolio with a view to strengthen client relationships. About you Demonstrated experience and knowledge of the workers compensation/personal injury management industry, or equivalent transferrable skills; Client relationship, business planning and engagement experience; Ability to interpret data and build Excel reporting; Exceptional time management and organisational skills; Highly developed communication skills, with the ability to engage at all levels of organisation; A strategic mindset and approach to work; A strong sense of team and collaboration; A resilient attitude.

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