The role
Reporting to the Associate Director of Design & Delivery, the Change Delivery Manager will support the Claims & Assessing leadership team through the management of change initiatives, utilising project, product delivery and change management principles as well as providing advice and support. You will lead a team of change analysts, program coordinators and project managers to deliver Claims and Assessing solutions that maintain alignment to the C&A strategy that achieves business outcomes and improve the customer and consultant experience.
Position Accountabilities
* Lead the end-to-end delivery of initiatives by defining clear scope, objectives, and quality outcomes. This includes translating business requirements into actionable features, collaborating with technology teams for solution design, and ensuring all deliverables meet project goals and achieve agreed business value.
* Proactively manage stakeholder relationships at all levels, fostering strong partnerships across business and technology.
* Maintain transparent communication, effectively manage escalations, and implement robust change management strategies to engage impacted teams and align initiatives with business strategy.
* Collaborate with leadership and portfolio groups to effectively prioritise and resource the portfolio of work, managing the change backlog and ensuring alignment with broader strategic and financial drivers. This also includes working with technology teams to prioritise and schedule the resolution of production defects.
* Coach and mentor team members, driving continuous improvement through active participation in agile ceremonies and knowledge sharing.
* Foster the development of subject matter expertise, make rapid tactical decisions, and conduct post-implementation monitoring and reviews to optimise benefits realisation and disseminate key learnings.
* Lead and manage the Change Delivery Team effectively, driving high performance, monitoring KPIs, and ensuring successful project outcomes in alignment with The Auto & General Way.
* Foster an inclusive and high-integrity culture, building strong relationships with stakeholders and team members, and developing specialist capabilities to empower successful change implementation across the organisation.
Qualifications & Experience
* Proven experience in Project, Product, Change, and Delivery Management, including the leadership of matrix teams, with a track record of successful business delivery.
* Minimum 3 years of experience in an Agile leadership role, including leading teams within an Agile environment.
* Demonstrated ability to effectively engage stakeholders at all levels and across organisational functions.
* Superior communication skills, coupled with high-level collaboration abilities, accuracy & attention to detail.
* Superior analytical and problem-solving skill, with the ability to quickly learn new systems & processes.
Desirable qualifications
* A sound understanding of Claims & Assessing operations as it relates to general insurance.
* Tertiary qualifications or certifications in Information Technology or a related discipline.
* Extensive experience in requirements gathering and business analysis, particularly for system enhancements, including leading user acceptance testing.
* Experience in managing external suppliers.
* A well-developed and demonstrated understanding of the legislative, regulatory, and compliance obligations to operate in the FSR environment.
* Exposure to a Contact Centre environment is highly desirable.
The Benefits Of Working At A&G
* Location – North Lakes: This role is based at our North Lakes office. Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side's best retail outlets, restaurants and other amenities. This is an on-site role.
* Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
* Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
* Grow with us - we've got learning and professional development opportunities to suit everyone.
* Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
* Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
* Celebrate the wins - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
* Save money - as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
* Perks App - Access to an employee benefits and discounts app called 'Perks' offering your great discounts, offers and programs across a range of areas
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