About the Role
Grade 11/12 - Provide leadership to a multi-functional team to ensure the best outcomes are met for clients across all CTP Care client segments. You will play a key role in the day to day management and development for a team of front-line advisors to provide optimal care to clients whilst ensuring the Motor Accident Guidelines legislative requirements and CTP Care business needs are met. You will support CTP care operations team, managing client escalations in an empathetic manner, utilising specialist support; whilst focusing on maximizing the client's independence and supporting their care needs.
Benefits
* A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
* icare day – access to an extra day's leave
* 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
* Lead a front-line team to ensure person centered, timely, high quality and cost-effective services are provided to meet client's needs and scheme objectives.
* Lead the development and progression of team capabilities, supporting the team to achieve business outcomes that are aligned to key objectives and KPI's. This includes, but is not limited to, individual and team workload management and workforce planning while managing competing priorities and keeping to regulated timeframes.
* Lead the implementation of policies and procedures relating to all aspects of CTP Care.
* Demonstrate, support and facilitate critical reasoning and thinking skills across a range of complex and/ or time sensitive decision-making environments involving clients, internal and external stakeholders e.g. NDIA, Lifetime Care, CTP insurers, in collaboration with internal specialist services.
* Knowledge and understanding of the Motor Accident Injuries Act 2017 (NSW) legislative framework and guidelines and how these contribute and impact the decision-making framework.
* Foster a team culture to drive performance and support the integration of roles within the team, to ensure collaborative, evidence based decision-making practices are applied to deliver optimal outcomes to clients.
* Understand and utliise payment processes, including the review of invoices, approvals and escalations within delegated authority.
* Foster and maintain effective working relationships with internal and external stakeholders, leading difficult conversations by showing empathy in managing both client and business concerns.
* Manage and resolve frontline complaints or contribute to the resolution of escalated complaints, concerns and issues, supporting ongoing stakeholder relationships.
* Partner with the CTP Care Leadership Team to conduct analysis of claims trends and provide feedback on emerging risks and issues to design, solution and plan for growth so that the scheme remains sustainable.
* Monitor and drive the performance of the team through coaching and other strategies, in line with agreed business standards and perform quality checks.
* Contribute to service improvement strategies and a learning culture by actively collaborating across CTP Care and icare more broadly in the design and implementation of internal quality assurance, and continuous improvement systems to drive quality and consistency in service delivery and decision making.
* Inspire, motivate and connect your team to icare's purpose, setting clear accountabilities and identifying and managing risk, while also supporting their growth and development and leading them through change as required.
* Facilitate team meetings, processes and encourage team engagement and suggestions for continuous improvement.
Skills & Expertise
* At least 5 years experienced as Team Leader within an insurer/ care scheme setting.
* A sound understanding of the needs and perspectives of people with chronic injury within a legislated environment.
* Critical reasoning skills to ensure a high degree of integrity in the decision-making processes.
* Excellent communication skills – ability to build rapport and communicate complex information and create and nurture effective working relationships with all stakeholders including clients, health providers, solicitors and CTP Insurers.
* Ability to set clear expectations and engage in difficult conversations with clients and stakeholders in a clear and empathetic manner.
* Capability to work in a dynamic environment, supporting professional development and leading through change.
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, so our schemes deliver better outcomes for people and communities. 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.
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.