Team Manager, Insurance
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Job Location:
Monthly Salary:
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
In this role you will provide strong operational leadership to a team of Dispute Resolution Specialists ensuring highquality timely and fair complaint outcomes. This is a handson leadership position where your judgment consistency and ability to coach will directly impact the success of your team.
You will lead with clarity and consistency supporting your team while also having the courageous conversations needed to maintain quality and delivery expectations. Your insurance expertise will be critical in confidently allocating cases guiding complex matters and making sound escalation decisions.
You will play a key role in driving continuous improvement navigating change with confidence and setting clear expectations that help your team perform at their best.
In this role you will:
- Manage daily workflow allocations and the timely progression of complaints.
- Monitor team performance and ensure individual and team KPIs are met.
- Balance workload and complexity across the team to support fair and efficient outcomes.
- Coach and support staff on complex or challenging disputes.
- Provide clear constructive feedback and maintain consistent quality standards.
- Address performance issues early thoughtfully and with transparency.
- Step in on higherrisk or escalated matters applying sound judgment and insurance expertise.
- Facilitate regular team meetings and learning opportunities to build capability and confidence.
Qualifications :
To be successful in this role you will bring a blend of strong people leadership industry knowledge and a genuine desire to help others grow. You understand how to get the best out of your team through clarity consistency and compassion.
You will have:
- People leadership experience within insurance such as complaints claims underwriting or dispute resolution.
- Insurance knowledge (essential) to confidently allocate cases coach credibly and make informed decisions.
- A supportive leadership style grounded in empathy openness and accountability.
- Proven ability to manage daily workflow competing priorities and team capacity.
- Confidence providing clear feedback setting expectations and uplifting performance.
- Comfort navigating change and guiding your team through ambiguity with reassurance and clarity.
- Strong judgment organisational skills and a solutionsfocused mindset.
- A positive attitude and alignment with our culture of fairness learning and continuous improvement.
Additional Information :
Whats on offer
- BOSS Best Places to Work 2024 - placing at number one in the Banking Superannuation and Financial Services Category and credited for its culture engagement and flexible working arrangements.
- Culture - At AFCA we live and breathe our Diversion Inclusion and Belonging Strategy - a place where you can bring your TRUE self!
- A permanent full-time or part time and secure role in a for-purpose organisation committed to helping the community
- Work-life balance and flexibility so you can work in a way that best suits you and your family
- Hybrid working from home and our conveniently located CBD offices in Melbourne and Sydney with state-of-the-art technology and facilities designed for flexibility collaboration and wellbeing
- Progressive flexible and inclusive leave entitlements including 18 weeks paid parental leave paid gender affirmation leave extra personal leave and paid time off over Christmas. Plus study leave to support your professional development
- Free wellness initiatives to support you to be your best. From yoga and mindfulness classes to annual skin checks and flu vaccinations we always strive to support our people to be happy and healthy
- Free Employee Assistance Program for you and your immediate family members. Our external partner is a leading provider of wellbeing and mental health support services. We offer unlimited access to professional support including confidential counselling wellbeing coaching financial coaching dietary and nutrition consultations and introductory legal advice.
- Professional development is supported and encouraged so your career continues to grow as you enhance your technical and leadership skills and capabilities.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Assistant Manager Experience
- Management Experience
- Accounting
- Account Management
- Detailing
- Underwriting
- Insurance Sales
- Customer relationship management
- Epic
- Leadership Experience
- Management Consulting
- Statutory Accounting Principles
About Company
Fairness feels good Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes ... View more
