This is a Full-time, fixed-term role responsible for leading the development of the General Lines end-to-end claims process.
The successful candidate will design and implement efficient claims approaches, engaging with key stakeholders across icare and government, ensuring system integration and enhancing the experience of those we serve.
Duties
* Claims Process Design & Implementation:
o Develop a claims management service delivery strategy for the NSW government's general insurance operations.
o Lead the end-to-end redesign of our claims management process, ensuring scalability, efficiency and alignment to the experience of those we serve.
* Enhancement of the experience of Those We Serve:
o Design claims processes with a customer-first approach, ensuring a seamless and positive journey from claim initiation to resolution.
o Implement feedback loops and customer satisfaction metrics to monitor and continuously improve the claims experience.
* Stakeholder Engagement & Alignment:
o Collaborate with key internal stakeholders to ensure alignment of the new claims processes with broader business objectives.
o Facilitate cross-functional workshops and working sessions to gather input, drive consensus, and manage change effectively.
* Systems Integration:
o Partner with Digital & Transformation to design and implement claims management systems that support the new insourced model, ensuring seamless integration with existing platforms.
o Develop and oversee the testing, rollout, and continuous improvement of technical solutions, ensuring they meet business needs and compliance standards.
* Training Development:
o Develop and deliver comprehensive training programs and materials for the claims team.
o Conduct training sessions and workshops to upskill employees on new processes, tools, and best practices.
About the Company
We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities.