Business Support Operations Lead
Summary: Support the operational efficiencies of Service Operations risks, technology programs of work, customer experience & business optimisation initiatives.
Location: Sydney CBD, Open to all office locations
- Permanent Opportunity as Business Support Operations Lead with icare
- Hybrid working environment, office in Sydney CBD, open to all icare office locations
- Offering starting salary of $ 154,231
About the Role
This role will be responsible for supporting the Head of Business Support and wider Service Operations teams primarily in supporting the operational efficiencies of Service Operations risks, technology programs of work, customer experience and business optimisation initiatives. This role is also effectively responsible for preparation of residual continuous improvement initiatives that may result out of audit recommendations, Service Operations CSAT themes and Service Operations Pulse and other engagement surveys. The role will have limited activity with BPO providers for Business Support around reporting. Assist with ensuring that the business meets operational requirements, timeframes, compliance requirements and key objectives.
Benefits
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- 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
It’s an exciting time at icare where no two days are the same: as Business Support Operations Lead you will:
- Work directly with the Head of BS and BS LT in the day-to-day oversight of operating rhythms
- Assist in the establishment and maintenance of processes and systems to collect and analyse business performance information
- Analysing and interpreting information to identify current or emerging trends and issues, and provide initial advice on same
- Coordinate and lead task forces, development of policy, systems or processes and conduct research as required including engaging appropriate WC- SO staff to ensure the successful completion of task force or improvement initiative
- Co-ordinate Business Support Operations Meetings including planning agendas, tracking action items and ensuring decisions impacting the service line are communicated. This will include Chairing the meeting in the absence of the HO
- Provide administrative support on the Service Operations program of works, including appropriate linkages to controls and provide monthly tracking reporting to the Heads of and General Manager, Service Operations
- Work cohesively with the Heads of Service Operations to define scope of work around continuous improvement initiatives with the view to embed into BAU monitoring and monthly reporting
- Develop strong and cohesive cross team relationships with Underwriting, Collections, icare Administration, Policy Outcomes, Line 1 and 2, and PDD teams gaining an understanding of linkages between Incident Management, Compliance Risk Management and Fraud Risk management and defect management as relates to Service Operations
- Actively contribute to Service Operations risk maturity uplift by coordinating stakeholders on Risk Management, driving a strong focus on continuous improvement
- Coordinate incident responses on behalf of Service Operations in RiskConnect in relation to risks, incidents, and drafting of controls in collaboration with Line 1 business partners
- Identify and refer to the Head of Business Support any potential issues or problems emerging in Business Support to ensure that they are promptly addressed including analysis of the root cause and recommended solutions
- Develop strong cross-functional relationships with the Leadership team acting as a trusted adviser to Business Support
- Oversee engagement initiatives and establish regular reporting over Pulse surveys and User Experience surveys
- Work closely with the Head of Business Support and Contact Centre Manager over exceptions in SNSW reporting
Skills & Experience
- 10+ years WC experience, or experience in a highly regulated industry (banking, insurance) or Audit/Risk Advisory consulting experience in Financial Services industry
- Extensive experience in Risk and Control Assessments
- Exposure to projects
- Experience in preparing Risk reports for senior management
- A broad range of relevant workers compensation industry experience
- Formal qualifications (bachelor or master’s degree) in management, business, or finance
- Pre-Employment Checks
- Workers Compensation experience
- Strong communication and influencing skills
- Ability to engage in a collaborative manner with senior leaders
- Critical thinking and problem solving
- Self-starter and proactive
- Prioritization and time management skills
- Working under pressure to deadlines
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, to deliver better outcomes for those we serve. 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.
If you are an employee of icare please apply via Hugo to submit your application. We want to support you with the next step in your career.
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.
