Assessing Manager
- 12-Month Fixed Term Contract
- Melbourne Location
About the role:
The Assessing Manager Disaster Response and Event Claims 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 Home Assessors 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 Assessors from around the country that will rotate in and out of the event location depending on volumes of work and the stage of each event.
The Manager will be responsible for creating and fostering a positive working environment that encourages and embraces change, rewards high performance, develops staff to their full potential, and ensures the safety of Assessors in the field. 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 Operations team, Assessing Support Manager and other Assessing Managers to ensure the most effective utilisation of resources in order to deliver a superior customer experience and meet customer metric targets and ensure decision-making and the actions of the team contribute to managing financial targets, including Reserve Accuracy, ACS and Claim Life. The ability to travel at short notice and for a period of time is a critical part of the role, the location dependent on the event that is declared.
More specifically, you will:
- Actively motivate, develop and coach assessors 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.
- 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 team. 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
- Resolve customer complaints, liaising with Customers, Internal and External Assessors, Repairers and Client Managers
- 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 and Assessors to ensure a seamless Customer Experience throughout assessment and fulfilment
- Identify and organise the relevant technical training for Client Managers & On-Site Assessors.
About You:
- Relevant degree in Business, Commerce or related field Desired
- 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 of Assessors 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.
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Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Standard Time