Assessing Manager

• Permanent Role
• Location QLD, NSW, VIC, or SA

About the role:

The Assessing Manager (ASCO) is responsible for working with the Event Management Team and other Leaders to operationalise the business strategy by developing and leading a core team of Assessing Coordinators (ASCO’s) who will be first response in the case of an event being declared. As the event progresses the Assessing Manager will be the central conduit for a team of ASCO’s from around the country who are accountable for managing the assessing workflow and providing additional support to Assessors, Repairers and Customers.

The Manager will be responsible for creating and fostering a positive working environment that encourages and embraces change, rewards high performance and, develops staff to their full potential. This will include ensuring all staff have the required skills to perform their role and have development plans and goals in place that are clearly linked to the Strategy.

This role will be responsible for working with the National Assessing Manager, Operations team, and other Assessing Managers to ensure the most effective utilisation of resources in order to deliver a superior customer experience and ensure decision-making and the actions of the team contribute to managing financial targets, including Reserve Accuracy, ACS and Claim Life.

Key Accountabilities:

• Actively motivate, develop and coach ASCO’s to drive results and create a high performing team and highly engaged team.
• Create a plan to drive performance of the team that delivers team results against the Natural Hazard and Event strategy, in conjunction with the overall Assessing Strategy.
• Manage the day-to-day operation of the team, ensuring all service levels and key result areas are clearly communicated to team members to enable them to meet or exceed targets.
• Work with the Operations team and other Assessing Managers to effectively and efficiently manage workflows within the assessing department. This includes analysis of data and reports to identify trends to continuously drive an improvement in business results.
• Embed among the team a culture of timely and decisive action on claims to deliver great customer and business outcomes. This includes timely resolution of complex queries requiring decisions to be made at Leader level.
• Developing a customer first mindset to drive a strong customer and cost focus.
• Managing team compliance, including compliance with Suncorp policies and procedures, to enhance effectiveness, mitigate risk and meet regulatory obligations.
• Actively assisting with the management of events and catastrophes in accordance with Event Response Management and Business Continuity Plans.
• Contribute to the development and operationalisation of the strategic plan for the Region.
• Promote relationships with internal / external assessors and repairers to increase and maintain a superior customer experience and delivery of service standards.
• Create and maintain relationships amongst Client Managers, Assessors, ASCO’s to ensure a seamless Customer Experience throughout assessment and fulfilment.
• Identify and organise the relevant technical training for ASCO’s.
• Proactively identify potential risks and mitigate where possible to avoid unnecessary escalation of a claim.
• Ensure individual and team compliance with all internal policies, procedures, legislative and external requirements (e.g. General Insurance Code of Practice, Privacy, ICR processes).
• Lodge Risks as identified through the appropriate risk tool and insights shared with peers and feedback if provided to any affected stakeholders.
• Streamline assessing processes to reduce active claim life, including the design and
• implementation of process improvements following appropriate governance.
• Promote thinking among teams that identifies opportunities for change to generate efficiencies, cost and customer outcomes, and improve quality.
• Management of various operational coordination activities to support the assessing teams.
• Identify and champion the implementation of key technology improvements and maximise the currently deployed systems – e.g. In4mo, Virtual Assessing.
• Work closely with the leadership team to provide operational insight on the performance of the assessing function against operational and strategic objectives.

About You:

• Industry Qualifications (e.g. Cert IV in General Insurance) Desired
• Preferably 3 years’ experience leading a team of people
• Working knowledge of the Insurance Industry principles and regulations, as well as knowledge about business products, policies and procedures.

Key Capabilities:

• Strong Leadership capability with a proven ability to lead a team to achieve individual, team and divisional goals.
• Ability to lead a remote team to achieve positive cost and customer outcomes
• Strong coaching and development capability with ability to identify developmental needs of team members and tailor training activities to achieve positive outcomes using a coaching methodology.
• Proven ability to deliver customer service excellence
• Strong analytical skills with the ability to develop solutions and courses of action by using an information base to identify key issues, compare with other data and determine cause-effect relationships.
• Strong change management capability with the ability to recognise, understand and support the need for change and manage the impact on both the team and self.
• Strong Problem-solving skills, with the ability to seek out information and break down problems and situations into simple lists of components.
• Strong time management skills with proven prioritisation capability.
• Strong negotiation skills with a constructive and collaborative style
• Adaptable and responsive to a continuously changing environment.

What we can offer you:

• Discounts and offers on a range of insurance products
• A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.
• Invest in your brighter future with ongoing study support and career development programs.
• Give back to our communities with payroll giving, donation matching and paid volunteer leave.
• Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.

Employee benefits | Suncorp Group

At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.