Claims Team Leader

Summary about this job

Detail information about job Claims Team Leader. Terms and conditions vacancy

• Immediate start available
• Global Insurance provider - Camberwell location
• Competitive salary - 6 months fixed-term

Job Purpose

This position is responsible for providing leadership, support, development and coaching to the local and overseas Claims team ensuring the highest level of customer service is delivered, while ensuring adherence to business rules and guidelines.

The Claims Team Leader will act as the first point of escalation, enabling claims to be assessed in a timely and accurate manner. As a senior member of the claims team, the Claims Team Leader will support the pro-active, efficient and cost-effective management of claims.

 Core Job Responsibilities 

• Ensure the local and overseas Claims team delivers the highest standard of customer service and seek to achieve the best outcome for the customer and company

• Ensure the Claims team adhere to all relevant policies and procedures when lodging, assessing and settling claims

• Lead, coach, develop and motivate the Claims team and create and maintain a strong performance culture that aligns with TWGs desired organisation culture

• Ensure that the Claims team is appropriately structured and organised to achieve required service level standards and expectations with appropriate levels of cross training and multiskilling in place to ensure appropriate capacity levels at all times

• Ensure a fair and equitable distribution of work across the Claims team and that the skills and knowledge of team members is appropriately utilised

• Ensure appropriate staffing levels are maintained by managing recruitment activities and ensuring that rostering across the businesses full span of hours is in place and adequate to meet business needs.

• Conduct and document regular performance reviews with all team members

• Ensure employees comply with all insurance and non-insurance regulatory bodies/laws and internal policies

• Provide an expert level of knowledge on products and procedures

• Resolve disputes and escalations within appropriate timeframes whilst striving to achieve the best outcome for customer and company

• Achieve the required standards of performance against all core job responsibilities as measured by individual, team and business performance results including general observations

• Assist in the implementation of new clients and programmes ensuring that all processes are in place and that employees have been appropriately trained to ensure effective claim and customer management

• Provision of information, reporting and insights as requested

• Ensure effective engagement daily with the outsourced providers management teams. This will include actively participating in daily meetings to ensure a collaborative approach to managing day to day performance and ensuring SLAs and regulatory standards are being met.

• Develop and maintain daily, weekly and monthly reporting. This includes the analysis of data and identification of trends and issues, identifying opportunities for efficiency and other improvements and implementing these

Education, Certifications and Experience: Minimum

• Minimum 3-5 years people management/supervisory experience in a call/customer service environment

• Minimum 3-5 years’ experience managing an offshore call centre

Education, Certifications and Experience: Preferred

• Experience managing off shore teams within Insurance Industry

• RG146 Compliance Certification

• Cert IV in Financial Services/ General Insurance

• Certificate IV in Customer Engagement 

Knowledge, Skills and Abilities:

• Strong leadership and relationship management skills

• Exceptional communication skills, both written and verbal

• Excellent analytical and problem-solving skills

• Intermediate knowledge of MS Excel

Other requirements:

• 20% travel required
• Focus on reporting to keep the business across the performance of off-shore team
• Experience working across different time zones
• coaching experience
• culturally aware and sensitive

To be considered you please apply with resume in WORD format