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Contact Centre Manager

Job no: 640347
Work type: Permanent Full Time
Location: Newcastle
Categories: Call Centre, Insurance, First Line Leader

Contact Centre Manager

  • 12 month secondment opportunity to continually improve and shape Insurance Claims
  • Make a real difference within this Management career development move
  • Newcastle CBD location

The Manager Property Claims Services Out of Hours is responsible for building a team of high performing Property Claim specialists, implementing a national target operating model that delivers exceptional Property Claim Services experiences and claims outcomes for our customers, employees & shareholders.  This role leads a team of experienced leaders and specialists as part of a national network, who are responsible for the engagement of Property Claim Services customers with respect to claims lodgement and enquires, pathing, fulfillment, claims management and finalisation through inbound and outbound communication channels. 

Key responsibilities:

  • Providing ongoing development, coaching and mentoring to leadership team to enhance leader performance and create a high performing claim services function
  • Contributing to the delivery of the Target Operating Model for Property Claim Services
  • Communicating and translating the department’s vision and strategy into meaningful goals for the Leaders and broader team including championing and leading the transition of the department into a customer-oriented Property claims management service
  • Challenging and developing business processes to drive an improved customer experience, cost efficiency and financial performance 
  • Actively working with “Assessing & Repair Leaders” and “Event Services” teams to ensure smooth transition and triage of claims and customers between the departments
  • Effectively executing the event response plan and strategies in Property Claim Services to manage events and catastrophes as they occur, to deliver successful event handling for our customers
  • Identifying as the key point of contact for First Response in the After Hours space.

Skills and Experience:

  • At least 5 years’ experience in Insurance or Financial Services
  • Preferably 5 years management experience, with strong coaching and development capability
  • Highly developed business acumen with strong knowledge of key business drivers that enables accurate budgeting, forecasting and business planning
  • Highly developed communication skills with strong ability to convey, receive and accurately interpret information
  • A solid understanding of Contact Centre and or operations management disciplines and technology
  • A solid change management capability with proven success embedding significant change.

Don’t miss this opportunity to work with a supportive, collaborative and performance area of the business! For more information please phone Annette Frasca on 02 8121 3236.

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

Date Posted
Banking & Finance
Newcastle, NSW
Job Type
Full Time, Permanent
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