Head - Specialist Claims Services - AMP - Melbourne, Sydney

Job description
We are currently going through an exciting period of change at AMP. Due to this we have created a brand new role entitled Head of Specialist Claims Services. We are seeking a high performing executive with an extensive background in life and disability claims management who also has a passion in the rehabilitation/ return to work space. This executive will also need to be an outstanding people leader who is innovative and agile in their approach. Our ideal candidate will be able to demonstrate how they have successfully driven change across a business and embedded a high quality service delivery culture.

Please note this role can be based in Circular Quay, Sydney or Docklands, Melbourne.
Core responsibilities:

Play a leading role in re-designing and implementing our claims philosophy, strategy and operating model;

Lead, coach and develop a team of specialist claims professionals (Rehabilitation, Forensic Accounting and Investigations)

Lead a team of process improvement and reporting technicians to drive a culture of continuous improvement and efficiency

Support the greater team in developing and implementing strategies to ensure effective planning and landing of initiatives, including stakeholder engagement & management and coordination of business management activities
Main focus areas:

Provide thought leadership in the development of our claims philosophy, strategy and operating model

Develop and sustain a suite of services to promote early intervention, maximise rehabilitation opportunities and effectively manage claims durations

Lead and champion change across our broader claims teams to embed the new claims philosophy and operating model

Effectively operationalise the claims philosophy to support profitability of Wealth Protection products

Develop a set of Key Performance Indicators that effectively measure the contribution of initiatives and strategies on overall claims performance

Embed and sustain a service delivery culture that delivers a high quality, efficient and effective service as viewed by customers, planners and advisers

Actively manage the risk and issue management process by identifying, reporting and managing risks and resolving issues, ensuring appropriate allocation of ownership

Build and maintain effective relationships– particularly with key external partners and providers, including reinsurers, rehabilitation service providers and forensic investigation providers.
Skills/ Experience required:

Detailed understanding of life and disability claims management practices, including rehabilitation/ return to work strategies

Innovative approach to driving change in operational teams, while maintaining a strong focus on service to customers

Exceptional coaching and communication skills

Demonstrated ability to create collaborative partnerships to solve business challenges

Strong interpersonal and influencing skills, situational awareness and emotional intelligence with a natural ability to appropriately adapt their personal and leadership styles

High level of business acumen with demonstrated strategic and business planning skills

Effective presentation skills – internal and external audiences

Strong decision making skills in a fast paced, multi-disciplined operations environment

Proven analytical skills and the ability to think laterally and strategically

Proven ability to create a team culture that fosters performance and delivery.

Proven project management skills.

Experience in senior roles exhibiting strong negotiation, influencing and conflict resolution skills

Demonstrated experience in leading and developing teams of technical specialists

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