At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members. We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members.
Your New Role
This newly created position reports to a Principal within Member Operations and plays a pivotal role in establishing the Quality Team for Claims and the Claims Call Team. The role exists to ensure compassionate, high-quality claims case management services are delivered to members who are terminally ill, as well as to the families and loved ones of deceased members.
As part of this team, you will lead the refinement and delivery of the Claims Quality and Capability programs and operating model, encompassing people, systems, policies, and procedures. You will also drive ongoing improvements as the model evolves over time. Through oversight and monitoring activities, the Quality and Capability Team aims to enhance the customer experience by ensuring solutions are timely, competent, compliant, and ethical.
In this role, you will champion adherence to Fund and legislative requirements, uphold industry service standards, and promote best practice in claims management and calls. You will work to identify and address issues within claims, incidents, and complaints, focusing on prevention and improving the experience for all who interact with our Customer Claims and Care teams. Additionally, you will contribute to continuous improvement initiatives across the broader business.
Other duties and responsibilities include but are not limited to.
* Deliver oversight and quality assurance programs for the claims and call teams and become the first line of defence for the provision of quality.
* Assess and build capability for the Claims teams through delivery of the capability framework to ensure strong service delivery.
* Use data analysis to identify gaps, issues and key emerging risks across the claims and care teams value chain and develop recommendations to address them.
* Be a Subject Matter Expert on working groups and projects as required.
* Apply a structured change management approach and methodology to manage related colleague impacts and other impacts caused by projects and change efforts.
* Facilitate support the management of systemic incidents and key controls, including maintenance of GRC.
* Create learning opportunities for Claims and call teams and key stakeholders through education and training, practical experience, appropriate resources, and role modelling behaviours with the view to driving an uplift in the maturity of the risk culture.
* Drive a strong service and excellence-oriented culture with accompanying KPIs, within the team and with suppliers and partners
* Ensure the team has adequate resources and culture to meet the near term and strategic goals and operational plans of AustralianSuper - right people, right place, right skills, at the right time
What You'll Need
* Extensive industry experience in a Leader of Leaders role in superannuation or insurance
* Experience with building new teams and leading teams through change
* Experience in managing a quality, call centre and administration or insurance team
* RG146 compliant, preferred
* High level of Operations and or Change Management skills and ability to manage operational teams to build highly engaged and productive teams
* Well-developed management skills including the ability to manage a large number and variety of tasks with competing priorities
* Extensive experience in working under pressure, setting and manage multiple conflicting priorities and meeting specified timeframes.
* Well-developed written and oral communication/ interpersonal skills with the ability to present ideas, perspectives, and issues to senior management
Life at AustralianSuper
AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you.
We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.
What's Next
Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.
AustralianSuper uses AI to review resumes and conduct initial phone interviews. This involves processing your resume, cover letter, and voice recording in Australia and the USA to help assess your suitability for the applied role. When invited to an AI phone screening, you may opt for a traditional phone screening instead. For information on how we handle your personal data, please refer to our Candidate Privacy Policy.
Australian or New Zealand citizenship or Australian permanent residency status is required.
Agencies please note: this vacancy is being managed directly by AustralianSuper's Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.