Service Improvement Lead - MC&A Optimisation

at  Auto General Insurance

POSITION ACCOUNTABILITIES INCLUDE:

• Define business requirements in relation to the business problem
• Conduct change impact assessment for new initiatives across the Motor Claims & Assessing value chain
• Collaborating with business owner to articulate desired benefits in the form of reduction in cost, productivity uplift, customer experience, compliance with regulatory obligations etc.
• Identify key business contacts relevant to initiative
• Complete all key artefacts necessary for discovery phase
• Analyse data, processes and procedures, identify areas for improvement and the actions to remediate
• Engage with stakeholders to drive discovery pre-work with the intention of improving velocity of discovery
• Lead or contribute to embedment planning and execution.
• Support training and embedment of initiativesHold PIR’s to facilitate learnings across MC&A Optimisation Teams

WHAT EXPERIENCE YOU’LL BRING

• 3+ years experience in Optimisation function
• Proficient in analysing data and trend reporting and using the insight to enable management decisions
• Demonstrated ability to apply root cause analysis to business problems
• Quality audit experience
• Strong training and coaching abilities
• Competence using analytics software
• Demonstrated ability to problem solve in a complex working environment
• Experience challenging the status quo and recommending solutions that produce results
• Strong relationship building skills that enable effective stakeholder engagement – including cross-functional - to senior levels
• Proven ability to influence and successfully implement change
• Able to effectively prioritise competing initiatives based on root cause analysis and by joining multiple data sets together
• Ability to manage conflict and negotiate as required
• Demonstrated ability to successfully lead, coach and develop others to achieve team resultsInsurance or financial services industry experience – specifically in Claims and Assessing would be a distinct advantage

OUR PERKS

• Extra leave - Enjoy additional leave days on us! You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
• Paid parental leave - We support our new parents with paid parental leave and other benefits.
• Workplace giving - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities.
• Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.
• Employee discounts - You’ll receive discounts on Budget Direct insurance products.
• Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
• Onsite facilities - There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.
• Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
• Perks App - Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas.
  If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

THE ROLE

The purpose of the role is to improve customer experience by supporting service enablement across Motor Claims & Assessing.
Specifically, the Service Improvement Lead will assist in the delivery of the strategic & operational initiatives for MC&A, where the impact extends across multiple business units.
The individual will bring capability to understand detail, conduct analysis to determine root causes and recognise up & downstream impacts across the claims value chain.

KEY OBJECTIVES OF THE ROLE INCLUDE:

• Conduct initial discovery pre-work to fast-track Business Analysis discovery activity for CI Initiatives
• Lead and coordinate Group initiatives impacting across the Motor claims value chain
• Design, development and delivery of training required to support embedment of change programs
• Improve efficiencies through optimising processes, improving systems and reporting aligned to the strategic initiative portfolio
• Coach and lead others in undertaking service improvement activities – as requiredConduct adhoc investigations where required, including data analysis, process, procedural and system impacts to our frontline teams