Head Of Gi Claims Design
vor 2 Wochen
This Full time, fixed term role is responsible for leading the development of the General Lines (e.g.
liability, property/ISR, construction, medical malpractice and professional lines) end-to-end claims process.
This pivotal role will involve strategic consideration of how best to deliver claim services to government agencies, the designing and implementing of efficient claims approaches, engaging with key stakeholders across icare and government, ensuring system integration and enhancing the experience of those we serve.
Duties It's an exciting time at icare where no two days are the same; as Head of GI Claims Design and Transition you will:
Claims Process Design & Implementation Develop a claims management service delivery strategy for the NSW government's general insurance operations.Lead the end-to-end redesign of our claims management process, ensuring scalability, efficiency and alignment to the experience of those we serve.Map current state processes, identify gaps, and develop future state solutions to optimise claims handling, from intake through resolution.Establish standardised procedures and best practices for claims management, focusing on improving outcomes, reducing cycle times and enhancing customer satisfaction.Create comprehensive documentation, including process maps, standard operating procedures (SOPs), and training materials.Enhancement of the experience of Those We Serve Design claims processes with a customer-first approach, ensuring a seamless and positive journey from claim initiation to resolution.Implement feedback loops and customer satisfaction metrics to monitor and continuously improve the claims experience.Collaborate with CX team to align claims processes with customer support strategies and expectations.Develop strategies to enhance communication with customers throughout the claims process, providing clear, timely, and empathetic updates.Stakeholder Engagement & Alignment Collaborate with key internal stakeholders, including Underwriting, CX, Finance, Digital & Transformation, to ensure alignment of the new claims processes with broader business objectives.Facilitate cross-functional workshops and working sessions to gather input, drive consensus, and manage change effectively.Systems Integration Partner with Digital & Transformation to design and implement claims management systems that support the new insourced model, ensuring seamless integration with existing platforms.Develop and oversee the testing, rollout, and continuous improvement of technical solutions, ensuring they meet business needs and compliance standards.Training Development Develop and deliver comprehensive training programs and materials for the claims team, including onboarding guides, training manuals, and e-learning modules.Conduct training sessions and workshops to upskill employees on new processes, tools, and best practices.Establish feedback mechanisms to continuously improve the training content and delivery based on employee input and performance metrics.Manage the insourcing project from a claims perspective, including project planning, resource allocation, risk management, and timeline adherence.Lead change management initiatives to support the transition to insourced claims management, including communication plans and training programs.Drive continuous improvement initiatives, leveraging data and analytics to refine processes and enhance performance.Ensure all claims processes are designed in compliance with industry regulations, company policies, and industry best practices.Implement robust controls and monitoring mechanisms to mitigate risks and safeguard the organisation against potential liabilities.Conduct regular audits and assessments to ensure ongoing compliance and operational excellence.Skills & Experience 10+ years of experience in claims management, with a focus on claims operations, process design, stakeholder engagement, and customer experience enhancement.Proven experience leading end-to-end claims operations or process design and implementation in an insourced or complex environment.Strong background in designing processes that prioritise customer satisfaction and communication.Knowledge of claims management systems, automation tools, and data analytics for process optimisation.Exceptional communication, collaboration, and stakeholder management skills.Demonstrated project management experience, with the ability to lead cross-functional initiatives and manage change effectively.Strong understanding of regulatory compliance and risk management in claims operations.Culture We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply.
We are committed to our people's development so the people of NSW can thrive.
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.
Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.
Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.
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