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.
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