Manager, Customer Care

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow, and deliver better outcomes for members.

Your New Role

Reporting to the Senior Manager, this role is responsible for leading the Team Leaders who manage claims and/or the claim contact centre. You will be responsible for ensuring the team maintains regulatory compliance and adherence to industry best practice. The primary focus is on delivering a leading claims experience (aligned with the fund's claim's philosophy) while effectively managing risk through robust operational oversight. It involves providing timely and high-quality service to members and their representatives, characterised by compassion and empathy at all stages of the process.

Some of your duties will include, but not limited to:

• Oversee performance of inbound claim calls and / or the case management of claims in adherence with regulatory and Fund requirements.
  
  
• Responsible for service performance oversight for both internal and external stakeholders and ensure we are complying with industry standards and regulatory requirements.
  
  
• Hire and develop a high performing, diverse and engaged team who will support the successful delivery of claims handling and case management processes through ongoing development and knowledge advancement.
  
  
• Active operational management, monitoring and oversight of a team to achieve internal and external performance metrics.

What You'll Need

• Motivate and inspire the Team Leaders and team by demonstrating commitment to the Fund's values, decision pillars and leadership principles.
  
  
• Ensure our Members First culture is consistently and firmly embedded across the team.
  
  
• Demonstrate and deliver active operations management balancing the cost, quality, and service to provide an improved level of service and claims experience.
  
  
• Drive a strong service and excellence-oriented culture with accompanying KPIs
  
  
• Support first line risk, compliance and governance.
  
  
• Review procedures, process guides, policies and standards.
  
  
• Ensuring relevant legislative requirements are met, including a thorough understanding of changes to relevant regulations

Life at AustralianSuper


AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

What's Next

Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

Australian or New Zealand citizenship or Australian permanent residency status is required.

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Agencies please note: this vacancy is being managed directly by AustralianSuper's Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.