Leader - Home Claims - 12 Month Secondment

Leader – Home Claims

• 12-Month Secondment
• Melbourne Location

About the role:

The Leader is accountable for creating and fostering a positive working environment for Technical Support Officers & Claims Managers; and equipping them with the resources, skills and capabilities to achieve business outcomes, deliver brilliant service and provide peace of mind to customers during the claims process. By working closely with Managers and other Firstline Leaders, they support the continuous improvement of the claims experience.

More specifically, you will:

Lead a high performing team

• Actively motivate, develop and coach team members to deliver a brilliant service when interacting with customers, in line with Suncorp’s service excellence standards and principles (be genuine, make it easy, own it and find solutions).  
• Monitor team performance and culture through conversations, engagement surveys & team temperature checks.
• Create and deliver a plan to drive team performance and culture that ensures individual and business KPI’s are met, including claim cost control.
• Ensure all team members have active development plans, that are in line with their individual needs and aligned to business requirements.
• Create and deliver specific coaching plans aligned to individuals needs to support ongoing improvement.
• Manage the day-to-day operations of the team and efficiently manage the allocation of claims in a case managed environment. 
• Create a culture that balances customer needs with business outcomes; and proactively identifies feedback and insights to improve the claims process and customer experience. 
• Create and maintain a safe environment for Claims Managers to raise claim issues for discussion in the Mud Rooms.

Claims management

• Monitor and drive Claim Managers to ensure case managed milestones SLA’s are met, including first call, assessment completion, statement of work, construction and finalisation.
• Ensure claims portfolios are managed pro-actively in a case managed manner. 
• Provide support and guidance on customer resolution strategies where required to minimise customer escalations.
• Resolve, where possible, customer escalations or complaints within agreed or expected timeframes.
• Share insights and implement initiatives to improve the customer experience, claims best practice and cost control.
• Work with Assessing Managers & Assessors to ensure claim practices are aligned and supportive of Assessor requirements.

Proactively managing risk and compliance

• Proactively identify potential risks and mitigate where possible to avoid unnecessary escalation of a claim.
• Action potentially fraudulent activity immediately that is reported to you. 
• Ensure individual and team compliance with all internal policies, procedures, legislative and external requirements (e.g. General Insurance Code of Practice, Privacy, IDR processes).
• Support Claims Managers in the identification of customers experiencing vulnerability.

Proactively contribute

• Build effective and trusted relationships with Managers, other Firstline Leaders and External Stakeholders, in line with Suncorp’s service excellence standards and principles.
• Actively champion the input of insights feedback from the Technical Support Officer & Claims Manager Team through relevant feedback channels, to enable effective improvements in process and customer experience.
• Actively support the team during major events and catastrophes, in line with the Event Response Plan.
• Support project work as required. 
• Take ownership for learning and development to uplift skills and capabilities.
• Role model the Suncorp Behaviours and Code of Conduct.
• Positively contribute to team and take action to enhance own and others’ safety and wellbeing. 

About You:

• Demonstrated experience in a People Leadership role
• Claims process knowledge – Highly Regarded
• Working knowledge of the Insurance Industry principles and regulations (desired)

Key Capabilities:

• Strong leadership with a proven ability to successfully lead a team.
• Strong coaching and mentoring skills, including an ability to identify individual developmental needs and recommend relevant activities to uplift capability.
• Strong customer service experience and active listening skills. 
• Ability to build and maintain effective and trusted relationships with stakeholders.
• Conflict resolution skills and an ability to show empathy and care.
• Strong communication skills, with an ability to convey information and tailor the approach or message.
• Strong problem-solving skills and negotiation skills using a constructive and collaborative style.
• Change management capability, resiliency and a proactive and positive mindset. 
• Continuous improvement focus.
• Committed to self-development and opportunities to increase skills and knowledge.
• Strong time management skills and an ability to prioritise.
• Ability to work in fluid and flexible environment.

Technical Competencies

• Sound knowledge of general insurance products, principles and underwriting.
• Sound knowledge of Privacy Act, Insurance and Financial Services, General Insurance Code of Practice, GST Compliance and other legislative matters as it applies to Claims.
• The ability to interpret policies, interpret and identify possible solutions.
• The ability to identify a potentially fraudulent claim.

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Advertised: 08 Nov 2024 AUS Eastern Daylight Time
Applications close: 15 Nov 2024 AUS Eastern Daylight Time