Team Leader, Insurance Services

Strategic Focus

• 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
• Champion continuous improvement initiatives, and support and adapt to changes in technology or process, to ensure that best practice is incorporated into the business
• Establish and maintain strong working relationships with key internal and external stakeholders, building strong customer relationships, and actively anticipating staff and member's needs
• Work within a dynamic, varied, complex and time critical environment to the highest quality standards without compromising risk and cost to service

Operational Management

• Ensure that all interactions and activities are oriented to the member experience
• Ensure the team works within the agreed operating model and ensure all decisions are made within agreed authority limits
• 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
• Cross skill team members to reduce single point sensitivity
• Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required
• Identify areas for process improvements, support best practice initiatives and participate in implementation processes to improve quality, performance and efficiency of the team
• Ensure availability of, or be accountable to create, appropriate reporting to support business needs on monthly, weekly, daily, or ad hoc basis as required.

People Leadership

• Leading, motivating and developing a team of Insurance Services and Family Law staff
• Ensure all people management responsibilities are completed effectively and on time
• 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
• 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
• Actively develop team members to performance in role, set goals and develop clear plans to achieve their personal goals and overall business objectives
• Provide regular feedback, recognition, coaching and direction throughout the year to enhance performance and growth, and realign goals with changing business priorities
• Develop, implement and maintain effective and transparent communication strategies to ensure team members are kept up to date with any organisational or legislative change
• Recruit and or refer skilled individuals and identify the skills and experience required for successful job performance

Governance & Risk

• 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
• Ensure total compliance with statutory regulations including the mitigation of operational risk through the effective use of the incident management framework
• Investigate, raise and resolve incidents where required via Link Group's risk tools
• Maintain awareness of the regulatory environment with respect to team functions
• Understand and respond to quality assurance reporting, and any daily or end of month reporting as and where required
• Manage escalations and enquiries from internal and external stakeholders with urgency

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

• Experience & Personal Attributes
• Proven capability in leading, inspiring and creating a safe and engaging work environment to enable a high performing team
• Ability to collaborate, bring people together and have shared outcomes
• Capability to foster resilience and determination through the broader team
• Communicates effectively and transparently with all stakeholders
• Ability to prioritise, organise and forward plan to ensure SLA's are met
• Innovative and proactive; always looks for ways to improve the way we work through services and processes
• 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
• Ability to lead change and manage through ambiguity
• Active leadership with the ability to motivate and engage staff and to create an environment that encourages innovation; develop people to meet their potential
• Ability to build strong customer relationships and deliver customer centric solutions
• Proven customer focus and a strategic mindset
• Strong quality assurance and staff development focus
• Ability to set clear goals to achieve outcomes, take accountability and ownership of actions and hold others accountable to meet commitments
• Strong