The role
The Desktop Home Assessing Team Leader plays a pivotal role in guiding and overseeing the Desktop Home Assessing Team, who are responsible for virtual assessments of impacted properties, cost validation, ensuring high scope accuracy and end-to-end management of claims assigned to them.
Working at the helm of a North Lakes based team, the Desktop Home Assessing Team Leader is responsible for organising ongoing training and coaching to the team, and ensuring that the Desktop Home Assessors are consistent and effective in their approach to virtual assessments and validation of Scope of Works.
Position Accountabilities
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Drives values and culture - Our leaders embed our distinctive High Performance with High Integrity culture with absolute expectations on Accountability and Transparency.
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Commercial Acumen – Our leaders create an operational setting that connects people to the delivery of strategy and the management of day to day risks.
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Manage Complexity – Our leaders identify opportunities to continuously improve an operating rhythm that intertwines People, Process and Systems to deliver high fidelity Customer, Employee and Business Experience.
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Execution Excellence - Our leaders accelerate delivery and eliminate rework through disciplined execution, agility and clear KPIs.
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Develops People - Our leaders develop, foster and embed new and successful capabilities to create sustainable growth.
Coaching and Continuous Improvement
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Continuous coaching of team members in the areas of:
- Scoping accuracy
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Cost validation
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Compliance
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Project coordination and management
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Usage of virtual assessing software
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Virtual assessment techniques
- Provide constructive feedback for continuous improvement & increased capability.
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Operate within and seek to continuously improve the Home Claims Operating Model through interpretation of operational reporting and supplied analytical information to support team daily, weekly and monthly priorities.
People Leadership
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Lead, monitor and inspire the team to execute a high standard of service and process adherence.
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Manage team members in accordance with company policies and employment laws, and ensure relevant HR procedures are applied (including Safety, Wellness and Health, Workplace Behaviour and Performance Improvement frameworks).
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Demonstrate and advocate a commitment to the company values.
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Provide guidance and support to team members, with the goal of enhancing skills, overcoming challenges and achieving career goals.
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Handle escalated claims, complaints and other matters of complexity.
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Regularly evaluate performance, setting clear expectations, and working collaboratively with team members to identify and set achievable targets.
Cost Control
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Implement cost control strategies to deliver cost outcomes to plan.
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Refinement of existing cost control strategies in line with business objectives.
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Identify areas of improvement throughout the Home Claims Value Chain.
Relationship Management
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Build and maintain relationships with a variety of internal and external stakeholders.
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Provide constructive feedback to internal and external stakeholders.
Performance and Progress Reporting
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Provide on the ground insight to contribute to the development and implementation of strategic and operational activities that will continually improve Claims performance;
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Provide detailed input into on-ongoing process and system development.
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Provide input into staffing requirements and recruitment.
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Track, monitor and report on Key Performance Indicators (KPIs), ensuring productivity and quality metrics are in line with internal expectations.
What experience you’ll bring
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Experience managing a team of professionals and operating effectively as part of a team with accountability for business results.
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Proven ability to lead, performance manage, coach and mentor a team.
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Strong change-agility.
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Previous estimating experience preferred.
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Exceptional time management and organisational skills.
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Strong verbal communication skills, effective with both customers & industry professional when negotiating best business outcomes.
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Strong, accurate written communication skills, including but not limited to report writing.
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Minimum 2 years’ experience in Home Assessing, or Building Industry.
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Demonstrated experience in building effective business relationships with multiple stakeholders.
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Insurance experience preferred, but not essential.
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Operational reporting literacy.
The benefits of working at A&G
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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.
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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.
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Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way
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.
