Team Leader

at; City of Melbourne; Hybrid; AUD 80,000 - 100,000; Full time

Job summary

A not-for-profit organization in Melbourne is seeking a Team Leader to manage a small team of Claims Officers in a full-time hybrid role. Responsibilities include overseeing the claims process, fostering a collaborative culture, and driving customer service. Ideal candidates will have experience in claims management and excellent communication skills. This position offers a supportive work environment with progressive leave entitlements.

Benefits

Hybrid working model

Inclusive leave entitlements

Supportive work environment

Qualifications

• Proven experience in claims management and financial services.
• Strong interpersonal skills to build trust with stakeholders.
• Experience managing performance through metrics.

Responsibilities

• Lead and mentor Claims Officers to meet CLSR objectives.
• Manage the claims process from eligibility to payment.
• Drive a customer service culture for claimants.

Skills

Coaching and mentoring

Claims management

Problem-solving

Communication skills

Attention to detail

Education

Tertiary qualifications in finance, business or leadership

Tools

Microsoft Excel

Power BI

Job description

As an independent, not-for-profit organisation, the Compensations Scheme of Last Report (CSLR) is an important piece of the external dispute resolution framework in Australia. Our goal is to help victims of financial misconduct and build trust in the finance industry. This is your opportunity to make a difference, working within a small team who are passionate about improving access to redress in the financial services industry.

More information can be found at www.cslr.org.au.

About the opportunity

Leading a small team of Claims Officers who manage end to end compensation claims, the Team Leader plays a critical role in contributing to a vibrant and collaborative culture, ensuring timely decision making, driving customer service for our stakeholders and continuous improvement within the business.

The role will be based in Melbourne and is a full-time hybrid role that generally requires 2 in office days (typically Tuesday & Wednesday) and 3 remote days per week.

Typically, in this role you will:

Lead, coach and mentor a small team of Claims Officers to ensure CLSR objectives are met

Identify individual areas for improvement and coach staff so they can reach their full potential and achieve outcomes required

Manage all aspects of the claims process from initial eligibility decisions through to final compensation payment to ensure timely and accurate compensation payments

Drive an empathetic customer service culture to claimants, and support them through the compensation process

Manage customer enquiries and feedback, and work with the Head of Operations in the management of any complaints

Undertake quality assurance of key decisions and calculations in the claims process

Support internal audits and facilitate compliance with legislation and CSLR policies

Collaborate with external stakeholders including AFCA, administrators & liquidators

Participate in internal and external meetings when required

Prepare and report monthly performance and forecasts

Compile, analyse and report key claims and performance trends

Support the Head of Operations to build, maintain and continuously improve reporting systems and processes

Support the Head of Operations and collaborate with contingent workforce where required during peak periods

About you

To be successful in this role, you will need:

Demonstrated experience in coaching and mentoring in a claims management environment

Proven experience in claims management, financial service and/or remediation experience

Tertiary qualifications in finance, business and/or leadership will be highly regarded

Knowledge of general business and administrative practices and managing cost effective business activities

Experience managing performance through qualitative & quantitative metrics

Excellent verbal and written communication skills and the ability to interact professionally and build trust with a diverse group of stakeholders

Exceptional attention to detail, time management and organisational skills and capabilities in terms of prioritising work and meeting deadlines

A strategic mindset and approach to work

Strong problem-solving skills with a proactive approach to addressing opportunities and issues – a mindset for continuous improvement

A strong sense of team and collaboration

Ability to work independently and collaboratively within a team

Experience in workers compensation, insurance, financial services and/or remediation (desirable)

Advanced proficiency in Microsoft Excel/Power BI (desirable)

What’s on offer:

Hybrid working from home and our state-of-the-art office and facilities designed for collaboration and wellbeing.

Progressive and inclusive leave entitlements including paid parental leave, extra leave, paid study leave, women’s health leave and community service leave.

Values driven environment, make a real difference in people’s lives and contribute to a fairer financial system.

To apply

Please submit a CV and cover letter to [e-mail] . Applications close Wednesday 10th December.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• Have you completed a qualification in finance?
• Have you completed a RG146 compliance training course?
• How many years' experience do you have in the insurance industry?
• Do you have experience using Microsoft Excel?