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April

Teleclaims Team Leader

COMMONWEALTH BANK - Perth, WA

Any Industry
Source: uWorkin

JOB DESCRIPTION

Why CommInsure:

CommInsure helps protect the lifestyles of Australians through General insurance services. Our insurance business has been a part of the Australian insurance industry for more than one hundred years. Each year CommInsure pays more than $1 billion in insurance claims.

At CommInsure, we pride ourselves on helping our customers when they need it most. To ensure that we meet this important challenge, everyone takes accountability and works together as a team. We strive to keep the customer at the centre of everything we do and be responsive, reliable and follow through on our promises.

The General Insurance line of business within CommInsure underwrites home and motor insurance products offered through branch, contact centre and online channels to over 850,000 customers.

Your business:

As the public face of CommBank, the Retail Banking Services (RBS) team delivers a seamless banking experience to more than 10 million personal and small business customers.

Our expert Advice and Insurance teams take the time to listen to the specific needs, motivations and goals of each customer, and then help them put their plans into action. We’re a team with diverse skills and experience to match the very diverse needs of our customers. This team includes our wealth management businesses, Commonwealth Financial Planning and General Insurance (CommInsure).

Your impact & contribution:

If you want to drive exceptional customer service in a challenging environment, this is the role for you. We are looking for a passionate leader who has a track record of creating high preforming teams and is genuinely committed to supporting employees to be the very best that they can be.

This role is responsible for leading a team of Consultants within the Teleclaims function of the General Insurance business. This team is the first point of contact for our customers when they need to make a home or motor claim. At a critical moment of truth for our customers, this team needs to offer superior service.

Key responsibilities of the role include:

  • Energise and lead the Teleclaims team to provide exceptional customer service

  • Coach and mentor staff to enable them to be the best that they can be

  • Manage and drive continuous improvement initiatives to make experiences better for our customers and colleagues, while ensuring key business objectives are being met

  • Drive operational efficiency and effectiveness to ensure scalable and sustainable practices

  • Ensure high quality and process conformance across all customer interactions

  • Contribute to and drive operational and strategic objectives

Your skills & experience:

  • At least 5 years of leadership experience

  • General Insurance experience will be highly regarded

  • Proven leadership experience in a Contact Centre or General Insurance environment

  • Capability to drive both strategic and operational level change

  • Able to work autonomously and independently

  • Strong ability to establish strong authentic relationships with internal and external stakeholders

  • Track record of critical thinking, process improvement, and problem solving.

Your qualifications:

  • Tertiary qualification, preferably in a business, management or financial discipline will be highly regarded

  • Leadership qualifications will be highly regarded

Your development:

We can offer great opportunities. Whether you want to move across the organisation or up into a leadership role, the way you live the Values and demonstrate capabilities are key. Use the capabilities required for this role as a guide to the critical skills and behaviours you need for your next move.

**This role is for external to the group applicants only.

If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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Advertising End Date: 18/04/2021

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