**Overview**
The role is responsible for supporting the induction, on-boarding, training, coaching and ongoing capability development of Claims Administrators and Case Managers within our Insurance team. The focus is to ensure that a consistent high level of service is delivered to our members and clients, in accordance with agreed Service Level Agreements, regulation requirements and assigned business benchmarks.
The role will work closely with the Team Manager and contribute to the design, development and delivery of training programs to build expertise in our people whilst supporting their ongoing development.
**Key Accountabilities and main responsibilities**
Strategic Focus
- Provide coaching to uplift performance of Claims Administrators and Case Managers through targeted interventions where performance gaps have been identified and additional support for new starters
- Support team members to deliver high quality customer service in all interactions with members and clients through training and guidance
- Supporting Team Leaders to improve their quality of feedback and communication of best practice to team members
- Support best practice initiatives to uplift individual and team capability and skillsets
- Implement strategies to cross-skill team members and enhance process efficiency
- Proactively engage with Team Manager to ensure delivery materials are accurate, fit for purpose and appropriate for the learner audience
- Engage with Team Manager to discuss, prioritise, and implement training requirements
- Assess the effectiveness of technical training programs that are delivered to the business by obtaining feedback from participants, Team Leaders and Operation Managers and make recommendations for updates and improvements
- Support the facilitation of training programs through alternative delivery methods
- Contribute to the design, development and continuous improvement of training programs or content
- Support engaging and value add learning opportunities for Link Group team members to develop technical expertise and enable continuous learning and career development
- Assist in providing technical support to team members such as resolving complex customer enquiries, complaints, and escalations
- Ongoing maintenance of all training material to ensure this meets all regulatory and risk requirements
- Review, maintain a skills capability matrix of each team to ensure that any gaps in knowledge/skills are identified and remediated
Operational Management
- Work in partnership with key stakeholders to discuss, prioritise activities across the teams.
- Assess and evaluate the effectiveness of training on meeting business needs.
- Provide technical support to team members in resolving complex customer enquiries, complaints and escalations
- Investigation and ownership of complex member queries
- Actively monitor internal support chat queries (remote) or floor (on site) to provide real-time responses to team members
- Work with other internal teams to identify training gaps and improvement initiatives
People Leadership
- Work closely with other claims team to analyse trends to identify and address learning gaps across the Claims Administration teams
- Align coaching with the existing quality framework
- Support team members with feedback, support and coaching to develop their capability.
- Assist with change management including communication to staff in meetings
- Support the wider business as a SME on projects, change initiatives and other ad-hoc duties as required
- Develop and manage relationships with internal and external stakeholders fostering a team culture that supports our vision and values.
Governance & Risk
- Ensure adherence to legal and regulatory requirements
- Support Link Group assurance programs that deliver effective risk management and compliance practices
The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
**Experience & Personal Attributes**
- A coaching mindset with a passion for developing the capability in others
- Strong communicator with ability to influence others to driving change
- Personal commitment to and visible role modelling of the organisation's behaviours and values
- An understanding and awareness of adult learning styles and the ability to tailor approach to meet individual needs
- Inclusive and collaborative
- A curious and continuous learning mindset, with a strong desire to continually develop facilitation capability implement innovative and current practices
- Significant experience in relevant APAC Operations policies, processes and systems
- Ability to work under pressure and maintain set target levels
- Tertiary qualifications in business or a related discipline (not essential, but favourable)
Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offe