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Service Improvement Lead – 2 Positions Available

Auto & General - Brisbane Grove, NSW

Executive & Strategic Management
Source: uWorkin


  • Scope to engage with senior managers and deliver business outcomes
  • Help drive improvements in frontline Complaints performance
  • Claims & Assessing experience highly regarded

The Role

The main purpose of the role is to improve our customers’ experience by leading the continuous improvement of complaints handling and performance, and by driving business alignment to the A&G new Complaints Management Framework.

  • Analyse complaints performance trends and identify areas for improvement and the actions required to remediate
  • Root cause analysis for all level 1 complaints
  • Ensure the business unit is consistently aligned to all aspects of the Complaints Management framework and the associated operating rhythms
  • Provide insight to Leaders and Managers to enable effective coaching that results in improved performance against complaints-related SLA’s, process adherence, and customer experience.
  • Drive results by monitoring exceptions and applying controls
  • Ensure monitoring of complaints and associate reporting is fit for purpose and meets business needs

  • Data analysis and use of relevant analysis and reporting software
  • Train leaders and managers on complaints management process
  • Train consultants, leaders and managers on customer care
  • Drive data integrity and conduct data clean up as required
  • Coach and lead others in undertaking service improvement activities – as required
  • Coach and support leaders on use of Speech Analytics software
  • Root cause analysis
  • Conduct process audits on complaints to identify improvement opportunities
  • Report to GM on Operational Performance Outcomes/trends and remedial actions
  • Track and manage completion of corrective actions
  • Drive actions with managers and leaders, to address L2/3 systemic issues identified by CDR Root Cause Analysis
  • Attend operational stand-ups/meetings as required to assess/coach/support as needed.
  • Represent the business unit and be the liaison point for the CE&A team for two-way knowledge transfer and operational improvements

Knowledge And Experience
  • Proficient in analysing data and trend reporting and using the insight to enable management decisions
  • Demonstrated ability to apply root cause analysis and design principles to business problems
  • Delivery of business change and measurable value
  • Proven ability to influence and successfully implement change
  • 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
  • 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 results
  • Insurance or Financial Services industry experience preferred – specifically in Claims and Assessing would be a distinct advantage

Who Are Auto & General

Auto & General is the Australian arm of a private global group with 8,000 employees across 31 offices and over 8.9 million customers worldwide.

In Australia, Auto & General launched in 2000 and has grown to provide industry-leading motor, home and travel insurance products both directly through Budget Direct and via industry leading partnerships. With an Australian team of 1400+ we are now looking for talented individuals who can help drive our ambitious growth plans.

Our Benefits
  • Join our vibrant social and community activities including annual celebration, family fun days and regular events across each of our sites;
  • Enjoy additional leave days - 'ME' leave and 'Volunteer Day' leave;
  • Study support (up to 50% of tuition fees for relevant courses) and professional membership reimbursement;
  • Employee discounts on Car, Home, Travel insurance, Roadside Assistance;
  • Income protection insurance provided to support you in the event of non-work related illness or injury;
  • Discounts with a broad range of providers, including gym memberships, accommodation, dental care and more.

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.

  • 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.

    Auto & General welcome and value diversity in the workplace
  • Brisbane Grove, NSW

    Executive & Strategic Management


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