Manager, Claims Services

Description:

As part of our diverse team based in Melbourne, you will help make a positive impact on someone’s life every day. You will feel great satisfaction knowing your talent and hard work has a purpose.

Working closely with the Head Of Operations and as a member of the Senior Leadership Team in Victoria, the purpose of this role is to maximise portfolio profitability by effectively supporting claim managers and claims teams to ensure organisational objectives and contractual requirements are met and superior client management services are delivered.

To achieve desired outcomes, profitability and enhanced reputation, it is critical that the incumbent establish strong working relationships with external and internal customers while focusing on achieving outcomes.

This will be a permanent, full time position based in the Melbourne CBD office, with flexibility to work from home. Travel to our Geelong office and customer sites across Victoria may be required from time to time.

• Develop, implement, forecast and drive the strategic direction, performance and sustainability of the claims teams.
• Drive continuous improvement and innovation. Maintain awareness of industry developments and trends and respond effectively to changes.
• Monitor agreed internal service level standards and provide feedback to ensure continuity and improvement of outcomes.
• Operate within budget and maximise revenue opportunities.
• Drive the EML values and culture through people leadership and engagement. People leadership responsibilities include oversight of approx.
• 140 team members and includes providing coaching, guidance, direction, communication, development and managing resourcing within the teams
• Negotiate terms with external providers and ensure high quality service and delivery.
• Extensive managerial experience leading large operational teams
• A background in the Victorian workers compensation industry and strong understanding of WorkSafe guidelines, policies, processes and procedures
• Highly approachable with excellent oral and written communication skills with an ability to give logical, practical, easily comprehensible, strategic and holistic advice
• Strong engagement, negotiation, conflict resolution, people and stakeholder management skills and understanding of workers compensation stakeholder environment
• Successful track record in achievement of business objectives and experience in monitoring and reporting on performance metrics across a large function