Head of Claims Lodgement 

About the role

Are you a seasoned leader with a passion for driving results and operational excellence? We are seeking a dynamic Head of Claims Lodgement to lead our team in achieving outstanding outcomes aligned with our business objectives. 

In this role, you will lead the Claims Lodgement department to ensure efficient service delivery of a critical Claims process. Additionally, you will manage, mentor, lead, and supervise circa 90 employees across Australia and RSA. 

We are looking for someone currently at the Operations Manager level or above, ideally with experience in Youi's Acceleration leadership program. The ideal candidate will have a proven track record of exceptional leadership and achieving comprehensive results. You should embody all of Youi's values, lead with honesty and integrity, and be a calm, approachable, and methodical leader with a passion for excellence. Strong analytical skills and strategic thinking are also essential for this role. 

Key priorities 

• Ensure the Claims Lodgement Department delivers results aligned with business objectives. 

• Manage all facets of service delivery in the Claims Lodgement Department. 

• Drive performance and innovation in the Claims Lodgement Department. 

• Ensure compliance with regulations and requirements. 

• Lead, motivate, and develop the Claims Lodgement Leadership team. 

• Implement succession planning and talent development. 

• Participate in Senior Management forums. 

• Provide advanced analysis and reporting on departmental performance, including budgeting and cost control. 

• Identify improvement strategies for systems, processes, procedures, and people management. 

• Uphold and promote Youi values. 

• Enhance operational efficiency and regulatory compliance. 

Ways of working 

This is a permanent role based at HQ on the Sunshine Coast. 

About you 

• Tertiary qualifications in a business-related degree preferred. 

• Proven operational experience with demonstrated success. 

• Industry experience (5+ years’ is a general indicator).  

• People leadership experience (5+ years’ is a general indicator).  

• In-depth understanding of insurance, business performance drivers, and operational processes. 

• Strong understanding of call centre operations, including telephony and remuneration structures. 

• Experience working with contractual requirements and obligations. 

• Skilled in staff and volume projections. 

• Demonstrates authentic leadership. 

• Adapts readily to fast-paced environments and embraces change. 

• Proactively identifies and implements necessary changes. 

• Possesses intermediate computer skills. 

• Exhibits high levels of organisational proficiency. 

• Demonstrates strong problem-solving abilities. 

• Maintains a high focus on customer service. 

How to apply 

Please submit your CV, cover letter and recent 360 survey results via PageUp by 5pm on Friday, 27 September 2024.  

For general enquiries, please contact Chris Jarrett (EGM for Claims Services) or Bec Sparkes (Talent Acquisition Partner).