About the Role
As the Technical Motor Claims Team Leader, you will report to the Risk Assessment Manager, and ensure employees are engaged, productive and assist consultants to develop effective claims resolution strategies while maintaining the integrity of the underwriting model.
Position Accountabilities
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Develop the team capabilities to achieve goals and build a high performance team
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Monitor productivity and results, reviewing individual and team performance reports, identifying trends, and providing feedback and coaching including managing incoming work volumes
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Deliver results through effective leadership, direction, coaching and technical expertise
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Maintain regular reporting and monitoring of team including monthly KPI’s.
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Design and implement work practices to gain efficiencies and reduce waste in processes to achieve successful operational outcomes.
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Provide technical guidance and act as an escalation point on complex claims and complaints, providing high level advice on queries for escalated calls, correspondence, and complaints
- Report and escalate risk and compliance related concerns, issues, and failures to management
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Work with the leadership team to ensure consistency in claims assessment, process, and culture while maintaining effective claims resolution strategies and delivering on high levels of service
What experience you’ll bring;
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Previous experience in leading people & driving a collaborative, high performance culture with the ability to deliver difficult feedback constructively
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Extensive Insurance & investigative experience within the Australian Insurance Industry is desirable.
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Strong ability to coach, motivate and influence team members in a fast-paced environment with the ability to deliver difficult feedback constructively.
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Previous call centre experience is desirable
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Experience dealing in customer resolution and complaints management
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Excellent relationship development skills and strong stakeholder engagement
- Demonstrated knowledge of Insurance Contract Act, General Insurance Code of Practice, non-disclosure and ‘upmost good faith' is preferable
Our Perks
- Location: This role is based at our North Lakes office. Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side’s best retail outlets, restaurants and other amenities.
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Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
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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.
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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.
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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.
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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.
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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.
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.
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Previous Team leader or equivalent experience.
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Extensive Insurance & investigative experience within the Australian Insurance Industry.
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Strong Stakeholder engagement, team, and management skills.
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Excellent training / presentation skills.
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An inclusive state of mind, an ability to work alongside a diversity of colleagues and values with unique perspectives.
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Previous experience in leading people and driving a collaborative, high performance culture.
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Relevant experience in customer resolution and complaints management.
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A pro-active and energetic approach to help drives the business forward.
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Excellent relationship development skills applied within a customer service and team leadership role.
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Strong ability to coach, motivate and influence team members in a fast-paced environment with the ability to deliver difficult feedback constructively.
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Drive, commercially astute, capable of managing conflicting priorities.
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High level of energy and experience working within a structured service environment is sought.
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Demonstrated knowledge of Insurance Contract Act, General Insurance Code of Practice, non-disclosure and ‘upmost good faith' is preferable.
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A background in Motor claims functions is desirable.
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Technical motor claim handling experience.
