Newcastle, NSW

• Full time – Permanent Opportunity as an Administration Team Leader with icare
• Hybrid working environment, office in Newcastle NSW
• Offering starting salary of $129,464

About the Role

The Administration Team Leader is responsible for leading and developing a team of high performing administration professionals to support the efficient and accurate processing of administration functions to support the Workers Compensation division. This role focuses on ensuring compliance with NSW legislation, optimising administrative workflows, and enhancing operational efficiency while maintaining a high level of service for internal and external stakeholders, including injured workers, employers, and service providers. The Team Leader is also a subject matter expert (SME), providing guidance and leadership to both the administration team and other internal stakeholders.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• Comprehensive learning and development support aligned to icare’s Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It’s an exciting time at icare where no two days are the same; as an Administration Team Leader you will:

Team Leadership & Performance

Outcome: The team is consistently high-performing, motivated, and aligned with the goals of the Workers Compensation business, delivering high-quality administrative support.

• Lead, coach, and develop a high-performing administration team to meet or exceed agreed key performance indicators (KPIs).
• Set clear individual and team objectives, ensuring alignment to the purpose, business goals and regulatory requirements.
• Monitor team performance and provide regular feedback, coaching, and development opportunities to support ongoing professional growth.
• Foster a customer responsive culture of accuracy, efficiency, and continuous improvement within the team.

High-Quality Administration & Coordination

Outcome: Administration processes are executed with a high degree of accuracy, efficiency, and compliance, ensuring a seamless and consistent user experience.

• Oversee the end-to-end administrative process and operational support tasks, ensuring adherence with service level agreements, quality standards and customer expectations.
• Proactively work with, and support peers, to deliver high-volume processing workflows across the various administration teams.
• Develop and implement strategies for improving administration processing time and reducing rework or delays.
• Lead the identification and resolution of process bottlenecks, ensuring administrative workflows are continuously optimised.

Operational Efficiency & Continuous Improvement

Outcome: Administration processes are streamlined and continuously improved, leading to greater efficiency, reduced processing times and improved outcomes.

• Analyse and communicate administrative performance data, identifying trends and implementing process improvements to enhance efficiency and accuracy across the team.
• Implement process improvements to streamline administrative workflows, reduce inefficiencies and improve the user experience.
• Implement technology-driven solutions, such as automation tools, to improve administration processing speed and accuracy.
• Provide input on system enhancements and policy changes to improve administrative outcomes.
• Encourage team members to contribute ideas and participate in improvement initiatives to build a customer responsive and continuous improvement culture.

Compliance & Risk Management

Outcome: Administrative functions are fully compliant with regulatory requirements, minimising operational risks and ensuring continuous quality.

• Implement and conduct compliance audits on administration tasks, ensuring compliance, data accuracy and adherence to policies.
• Implement proactive strategies to minimize administrative risks, such as inaccurate data, processing delays and discrepancies.
• Ensure regulatory compliance and quality standards are maintained through regular reviews to identify gaps and implement improvements to ensure quality standards are maintained.

Customer & Stakeholder Experience

Outcome: Internal teams, external partners and stakeholders receive professional administrative support and expert advice, ensuring enhanced customer experience.

• Serve as a key point of contact on administration, providing expert guidance on escalated matters and complex administrative issues.
• Ensure timely and clear communication to support efficient administration processing and resolution of issues.
• Build strong relationships and actively collaborate with internal teams, external partners and stakeholders to ensure smooth operations and delivery of service.
• Represent the administration teams interests in internal meetings and projects, offering insights on process improvements and operational challenges.

Skills & Experience

• Experience in leading a team
• Demonstrated team management skills, with a focus on capability uplift, coaching and performance.
• Strong attention to detail and ability to manage high-volume administrative tasks efficiently.
• Strong problem-solving abilities with the capacity to address complex administrative issues.
• Excellent stakeholder engagement and communication skills.
• Experience working in insurance or workers insurance.
• Experience in process automation and digitization.

Culture

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive. 

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, to deliver better outcomes for those we serve.  Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work. 

• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted
• We are a Circle Back Initiative Employer – we commit to respond to every applicant
• A talent pool may be created through this recruitment process.

If you are an employee of icare please apply via Hugo to submit your application. We want to support you with the next step in your career.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.