Capability Specialist - NT Workers Compensation
Gallagher Bassett (GB) is Australia and New Zealand's premier third‑party claims administrator. We manage claims on behalf of insurers, brokers, government bodies and self‑insured organisations. We are part of the leading global risk management and insurance group Arthur J Gallagher & Co.
Life at GB is an adventure – often fast paced, unpredictable, challenging and deeply rewarding. It is social and engaging, with our unique and positive culture underpinned by The Gallagher Way – values lived daily by our people.
In addition to flexible working options, we also offer supportive learning and career pathways and provide ongoing access to training and career development. We invest in our people through strong succession planning and have a number of mentoring and training programmes available.
There are some great things happening at GB as we move through a period of exciting transformation and change. And we want YOU to be a part of it all
We are seeking a Capability Specialist to support our Northern Territory Workers‑compensation claims management business. Reporting to the Northern Territory Operations Manager, you will be aligned with our claims and injury‑management personnel for coaching, development and capability‑improvement activities.
This is an exceptional opportunity to bring your existing skills and experience to a role which truly adds value to the development of our people and service offerings.
Responsibilities
* Work in partnership with the business to support staff transition from technical training into their operational roles, including training of processes in an operational environment.
* Support and assess staff against professional standards frameworks.
* Provide 'on‑the‑job' technical and operational training and coaching for new staff or transferred staff in relation to the: 'how to process', 'how to calculate a benefit', 'how to triage a new claim', 'how to manage a claim', 'what tools to use'.
* Work closely with the Team Managers to identify gaps in staff knowledge/skills and develop necessary programmes or coaching solutions to meet the needs of individual staff.
* Stay abreast of regulatory and legislative changes, changes to procedures and technology and ensure the delivery of relevant information to the Operations Teams.
* Maintain a high level of product knowledge pertinent to the Northern Territory.
* Understand operational systems, processes and procedures to ensure staff queries can be addressed and communicated effectively.
* Support the business unit in championing and implementing changes.
* In liaison with the relevant Team Manager, ensure that capability gaps are identified, addressed and monitored to the required standard of performance.
* Ensure that processes and procedures are updated and communicated accordingly.
* Prepare reports and details of coaching delivered.
* Undertake independent call and desktop audits to ensure quality standards are achieved.
Qualifications
* Significant experience in workers‑compensation case management. Previous experience in a technical or specialist advisory role would be highly regarded.
* A strong knowledge of relevant NT Return‑to‑Work legislation and frameworks.
* Demonstrated coaching ability.
* Exceptional time‑management and organisational skills – a true "self‑starter".
* Excellent attention to detail.
* Highly developed communication skills, with the ability to coach and engage at all levels of the organisation.
* A strong sense of team and collaboration.
* A resilient attitude.
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