Brief Description
The role
Reporting to the Head of Fulfilment Operations, the role is to lead the North Lakes Non Drive CSO teams who case manage Non Drive claims from the Lodgement stage to Fulfilment completion. The role is to champion the customer throughout the repair journey, remove blockers that impede claims progress and empower the team to be decision makers.
The role drives customer satisfaction, balances the goals of cost, quality and timeliness for claims and collaborates broadly across Motor Claims to achieve outcomes for customers.
You lead the teams to provide peace of mind for customers when they need us most. The role requires a person who can build relationships across Motor Claims, understand how to remove blockers for customers and makes decisions. You will be required to work effectively with the manager who leads the Melbourne Non Drive team. Together you will build and drive a high performing team, supports leaders in identifying training gaps, designing solutions to uplift performance across consultant and front-line leaders.
Position Accountabilities
* Contribute to the design and execution of the case management model.
* Collaborate closely with the Melbourne location Manager and work seamlessly to drive high performance.
* Upskill the capability of Consultants and Team Leaders to ensure effective case management and decision making.
* Application of decision-making frameworks for Consultants and Team Leaders
* Ensure claim reserves, hire car management, and excess collection are managed effectively.
* Minimise cost leakage through matching hire car duration to repair duration
* Collaborate closely with Data & Analytics to maintain effectiveness for claims workflow engines.
* Monitor & improve team productivity.
* Collaborate with Frontline, Motor Assessing & Supply teams to improve transactional and overall Non Drive performance.
* Manage the team in line with budget expenses and FTE numbers.
* Identify improvement opportunities.
* Utilise data to understand case management performance.
* Calibrate and audit outcomes for compliance, adherence to regulatory. requirements, customer service, and best practice case management.
* Actively participate in continuous improvement initiatives by offering ideas and creative solutions to improve policies, processes, and learning tools.
* Develop and refine claims management reviews to ensure claims are closed in a timely manner. Provide insights to relevant business units on leakage, missed closure opportunities, automation opportunities, and best practice case management.
* Drive opportunities to automate repetitive administration activities.
* Embed operating rhythms with leaders and consultants.
* Report performance to the senior leadership team as required.
Qualifications & Experience
* Understanding of the Motor Claims value chain.
* Minimum 2-5 years at a Team Leader level.
* Operations Manager experience is preferred for 1-3 years.
* Skills in Microsoft Office applications, including Word, Excel &PowerPoint.
* Demonstrated capacity for self-management, participative decision-making, team participation, and the ability to accept, promote, and manage change.
The Benefits Of Working At A&G
* 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.
* Access to A&G's employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.
About Us
Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.
Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.
We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer If this sounds like you, apply today.
Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
* A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.