Team Leader Total Loss

at  Auto General Insurance

Can we please have this advertised both internally and externally
Can we please have a shout out on the careers slack channel
Paperwork has been submitted to move the incumbent, Ryan Brownson, to a new role and we have an urgent need to backfill this role

ABOUT US

Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We provide insurance products and solutions to safeguard a brighter future for our customers, delivered through our multi award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Virgin Money.
Our range of general insurance products protect customer’s most valued possessions on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.
Our culture of ‘high performance with high integrity’ underpins our values and the way we interact with our customers, the community and each other. 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.

POSITION ACCOUNTABILITIES

• Lead, motivate, coach and develop a team of Total Loss Consultants, driving a strong customer focus for both internal & external customers
• Cross-train Team Members, lead & maintain regular two-way communication, and coordinate process and systems training, and refreshers as required
• Create and manage tools for monitoring and tracking productivity, workload allocation, quality outcomes and support change & process improvement initiatives
• Handle internal escalations, queries and troubleshootingContribute to the development of KPI’s, project activities, recruitment and reporting as required

KNOWLEDGE AND EXPERIENCE

• Demonstrated ability to successfully lead, coach and develop others to achieve team results
• Insurance industry experience preferred – specifically in claims or assessing would be an advantage
• Demonstrated ability to problem solve in a complex working environment
• Strong relationship building skills, communication skills, analytical & reporting capabilitiesAbility to manage conflict and negotiate as required with the proven ability to influence and successfully implement change

OUR PERKS

• Location – Our office is conveniently based in Toowong Village shopping centre - a city fringe location with access to retail, restaurants, various parking options and public transport. Alternately, our North Lakes and Kawana sites have secure free parking and access to transport.
• 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 are 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.
  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.

PURPOSE OF THE ROLE

Working & collaborating with the Operations Manager Motor Claims Fulfilment & the broader Assessing team, you will be leading the Total Loss team, managing performance to ensure optimal cost, quality and customer experience.

*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.

• Lead, motivate, coach and develop Total Loss Consultants, in a way that aligns with ensuring our people are engaged, capable, skilled and practicing Company Values.
• Establish, lead and maintain regular two-way communication forums eg. team meetings, WIP etc.
• Cross-training of team-members to sustain a flexible workforce
• Contribute to creation of team and individual operator KPI’s
• Create and manage tools for monitoring and tracking productivity, workload allocation, and quality outcomes
• Conduct and/or coordinate process and systems training, and refreshers as required Drive a strong customer focus – both internal and external customers
• Encourage and proactively support change and process improvement initiatives
• Handle internal escalations, queries, troubleshooting
• Contribute to project activities as required
• Undertake recruitment activities as required
• Regular reporting as required
• Demonstrated ability to successfully lead, coach and develop others to achieve team results
• Insurance industry experience preferred – specifically in claims or assessing would be a distinct advantage
• 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 – internal and external
• Sound analytical and reporting capabilities.
• Competent in MS Word and Excel
• Strong oral and written communication skills.
• Proven ability to influence and successfully implement change Ability to manage conflict and negotiate as required
• Demonstrated capacity for self-management and collaborative decision-making
• Detail-oriented with ability to also see the big picture
• Calm and resilient under pressure and ability to prioritise workload
• Positive approach and energises others
• Exceptional listening skills
• Takes shared responsibility for own personal development
• Takes ownership of outcomes
• Sense of urgenc