Job Description
Overview
n
The role of Team Leader Insurance is to actively lead and manage a team of employees towards achieving broader team and organisational goals. The Team Leader will guide and lead employees through the day-to-day workflow activities, and act as a subject matter expert in their related function.
n
Key Accountabilities and main responsibilities
n
Strategic Focus
n
n
Responsible for building a high performing team to ensure service levels are met, and to prioritise and adapt work to align with organisational goals as directed
n
Champion continuous improvement initiatives, and support and adapt to changes in technology or process, to ensure that best practice is incorporated into the business
n
Establish and maintain strong working relationships with key internal and external stakeholders, building strong customer relationships, and actively anticipating staff and member's needs
n
Work within a dynamic, varied, complex and time critical environment to the highest quality standards without compromising risk and cost to service
n
n
Operational Management
n
n
Ensure that all interactions and activities are oriented to the member experience
n
Ensure the team works within the agreed operating model and ensure all decisions are made within agreed authority limits
n
Plan and forecast execution of team workflow activities based on individual and team efficiency, as well as planned / unplanned absences, in order to maximise achievement of key performance targets
n
Cross skill team members to reduce single point sensitivity
n
Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required
n
Identify areas for process improvements, support best practice initiatives and participate in implementation processes to improve quality, performance and efficiency of the team
n
Ensure availability of, or be accountable to create, appropriate reporting to support business needs on monthly, weekly, daily, or ad hoc basis as required.
n
n
People Leadership
n
n
Leading,



motivating and developing a team of Insurance Services and Family Law staff
n
Ensure all people management responsibilities are completed effectively and on time
n
Actively support and drive an organisational culture where employees are engaged and motivated to develop and meet their potential, career goals and the organisation's goals
n
Promote a culture of high performance that values learning and a commitment to quality and customer centricity in line with Link Group's core values
n
Actively develop team members to performance in role, set goals and develop clear plans to achieve their personal goals and overall business objectives
n
Provide regular feedback, recognition, coaching and direction throughout the year to enhance performance and growth, and realign goals with changing business priorities
n
Develop, implement and maintain effective and transparent communication strategies to ensure team members are kept up to date with any organisational or legislative change
n
Recruit and or refer skilled individuals and identify the skills and experience required for successful job performance
n
n
Governance & Risk
n
n
Support and actively promote a proactive risk management and compliance culture within the team, and ensure all risk and compliance reporting and assurance obligations are met
n
Ensure total compliance with statutory regulations including the mitigation of operational risk through the effective use of the incident management framework
n
Investigate, raise and resolve incidents where required via Link Group's risk tools
n
Maintain awareness of the regulatory environment with respect to team functions
n
Understand and respond to quality assurance reporting,



and any daily or end of month reporting as and where required
n
n
Manage escalations and enquiries from internal and external stakeholders with urgency
n The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
n
Experience & Personal Attributes
n
n
Proven capability in leading, inspiring and creating a safe and engaging work environment to enable a high performing team
n
Ability to collaborate, bring people together and have shared outcomes
n
Capability to foster resilience and determination through the broader team
n
Communicates effectively and transparently with all stakeholders
n
Ability to prioritise, organise and forward plan to ensure SLA's are met
n
Creative and proactive; always looks for ways to improve the way we work through services and processes
n
Ability to build high performing teams to deliver on key operational targets and service levels and plan, prioritise and adapt work to align with organisational goals
n
Ability to lead change and manage through ambiguity
n
Active leadership with the ability to motivate and engage staff and to create an environment that encourages innovation; develop people to meet their potential
n
Ability to build strong customer relationships and deliver customer centric solutions
n
Proven customer focus and a strategic mindset
n
Strong quality assurance and staff development focus
n
Ability to set transparent goals to achieve outcomes, take accountability and ownership of actions and hold others accountable to meet commitments
n
Strong MS Office skills in Word, Excel, PowerPoint
n
Knowledge of Superannuation / insurance / family law including legislation and best practice
n
Previous experience in a supervisor, team coach or team leader capacity
n
n
Desirable
n
n
Formal qualification in business management or related discipline is desired
n
Previous experience leading Group Life teams
n
n
#J-*****-Ljbffr

📌 Team Leader, Insurance (Victoria)
🏢 Link Group
📍 Victoria