62525 Requisition #

Gallagher Bassett (GB) is Australia and New Zealand's premier third party claims administrator. We manage claims on behalf of insurers, brokers, government instrumentalities and self-insured organisations. We are part of the leading global risk management and insurance group Arthur J Gallagher & Co, with over 27,000 great people worldwide in over 140 countries.


Through a team geographically dispersed throughout Australia, GB provides a suite of claims management and related services out of CBD offices located in Brisbane, Sydney, Melbourne and Adelaide and in New Zealand from Auckland, Napier, Wellington, Christchurch, and Dunedin.


We are proud to be one of 135 companies from 23 countries and representing 57 industry categories, named on the Ethisphere Institute’s 2019 World’s Most Ethical Companies list for the eighth consecutive year.




The position


As part of our continual growth our HBCF business unit are now seeking an experienced Team Manager to join our corporate office located in the heart of the Sydney CBDHBCF, as part of icare, delivers essential insurance coverage to homeowners in the event a contractor is unable to honour their commitments due to insolvency, death, disappearance or building licence suspension. GB’s Business Model enables us to support this safety net, deploying a claims management model that provides the best customer experience to homeowners and protects the HBCF’s objectives.


Working with the Leadership and Management team and in particular the Branch Manager this role will see you provide day-to-day leadership and technical mentoring to your team ensuring the delivery of a cost effective, professional and customer focused claims service, while developing staff and implementing quality initiatives. This role has a significant focus on leadership, customer service and continuous improvement.



Responsibilities include but are not limited to:


  • Manage day to day operations of the Business Unit

  • Providing day to day leadership and direction to the team to ensure delivery of KPI’s

  • Coaching, mentoring and coordinating team training

  • Assist in the identification and upskilling of any skill gaps within the team

  • Identifying opportunities for process improvement

  • Coordinating Business Unit Audit Quality Assurance, Complaints and IDR process, acting as an escalation point on disputes

  • Ensure high levels of customer service are delivered with a level of empathy and understanding  

  • Monitoring Business Unit Delegated Authority and Payment Authorisation.

  • Overseeing large and complex claims matters

  • Collaboration with Technical Manager for the Business Unit on technical matters

  • Build and develop external business relationships with icare HBCF and external network

  • Assess present and future needs, trends, problems for your business unit;

  • Preparing management reports.

  • Collaboration with Branch Manager to set business unit priorities and plans


What we are looking for


  • At least 10 years Claims experience in Residential Property, Commercial Property and/or Building Warranty industry with 5 years management experience.
  • A strong technical expertise (desirable) in Property, Residential and/or Commercial Claims.
  • Experience in relationship building and stakeholder management;
  • High level interpersonal skills;
  • Strong business acumen;
  • Experience in achieving business targets;
  • Negotiation skills;
  • Coaching and mentoring skills;
  • Tertiary qualifications and/or ANZIIF qualifications (desirable) in an appropriate discipline and/or demonstrated experience in a similar role and
  • Applicants with transferrable skills from the Building Industry will be considered
  • Commitment to quality and accuracy
  • Advanced computer skills (Microsoft Office – Word/ Excel)
  • Experience using Guidewire Claim Centre desirable although not essential




 What’s on Offer:


  • Attractive remuneration packaging

  • Training – we pride ourselves in helping you realise your full potential

  • Excellent Working Environment – friendly, flexible and supportive working environment which is built around great team support and rewarding opportunities

  • Exciting career – as our Company grows, so do the opportunities for our people

  • Staff referral incentive

  • Service recognition awards

  • Employee assistance program for yourself and immediate family members

  • Personal touches like weekly fruit bowls and birthday celebrations
  • The opportunity to work for a company that gives back to the community through our Gentle Bear program

To apply


Looking for continued growth and development during this season within the property and building space?  We want to hear from you today, click on Apply for this Job.


Gallagher Bassett is an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. As a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace.


To be considered for this opportunity you must have right to live and work in Australia when applying


Agency candidates will not be considered for this role.

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