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| POSITION DESCRIPTION | GENERAL INSURANCE INDUSTRY NOVEMBER 2008 |
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Team Manager - Workers Compensation |
| Position Code: | 4320 | | Career Level: | 5 |
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Responsible for
Achieving maximum performance income by managing a team of resources to deliver high quality Claims Management and Customer Service to employers and injured workers. |
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Reports To
Manager, Claims & Injury Management. |
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Supervises
Case Managers, Injury Management Advisor, Technical Manager, Team Leader, Risk Management Consultant. |
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Main Activities
Overseeing Claims Processing function, multi-disciplinary team and Customer Service Manager role to improve outcomes associated with employer portfolio, including developing and implementing strategic initiatives to maximise claims outcomes and reduce claims costs.
Implementing strategies to encourage cooperation and teamwork. Setting individual targets that encourage a team based approach to work. Holding regular meetings to facilitate communication between all team members.
Providing management, support and leadership in relation to customer service. Ensuring that all team members are suitably trained and meet the competency requirements of their role.
Setting and monitoring performance measures for all staff. Ensuring Claims Team Leader carries out people management functions effectively.
Establishing development plans for all staff and encouraging and facilitating personal and professional development. Developing succession plans for key roles.
Monitoring and identifying complaints and problems that may have significant impact on business outcomes, ensure adequate resolution is achieved and implement strategies to minimise future issues. Developing management plans where repeat issues are identified.
Contributing to strategic planning forums and act as a conduit of information to and from the team.
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Key Skills
Demonstrated Management experience, proven supervisory skills and ability to identify training needs.
Knowledge of all aspects of Claims Administration and procedures, the ability to investigate, analyse and evaluate cases.
Sound communication skills.
Ability to implement Claims Management strategies and objectives.
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Internal Contacts
Workers Compensation Department, Claims Specialists, OH&S Specialists. |
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External Contacts
Employers, Health Professionals. |
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Typical Experience
Minimum 5 years experience in Workers Compensation industry or 3 years Workers Compensation Claims Management experience. Formal tertiary qualification e.g.. Health, Insurance, Management, Legal, Finance (preferred). |
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