YOUR RESPONSIBILTIES
Policy Management and Team Development:
- Develop the team's capabilities to achieve operational goals and foster high performance through a culture of coaching, with a specific focus on policy management related to Overseas Student Health Cover (OSHC).
- Monitor productivity and results, review individual and team performance reports, identify trends, and provide feedback and coaching to ensure efficient processing of student, agent, and institution refunds, as well as handling complex refund-related scenarios.
- Maintain up-to-date knowledge of OSHC products and services to coach and develop the teams, enabling them to provide superior customer service in the context of refund processing.
Operational Excellence and Risk Management:
- Act as the point of escalation for Consultants in complex customer interactions related to refund processing and policy management within the OSHC team.
- Design and implement work practices to gain efficiencies and reduce waste in processes related to refund management, ultimately achieving successful operational outcomes.
- Drive change and continuous improvement initiatives specifically tailored to the OSHC refund processing function, ensuring adherence to risk and compliance standards.
- Report and escalate risk and compliance-related concerns, issues, and failures to management, actively participating in the management and resolution of risk and compliance incidents, including fraud and corruption risks within the OSHC policy management and refund processing domain.
Stakeholder Management:
- Manage relationships with internal and external stakeholders, particularly those involved in OSHC policy management and refund-related processes, to ensure seamless operations and customer satisfaction.
IMPORTANT TO YOUR SUCCESS
- Leadership Qualities: Fostering a culture of trust, providing honest feedback, showing empathy, and supporting growth opportunities for team members. Proven experience in people leadership, including Team Management and leadership experience developing high performing teams and building talent pipelines.
- Strategic Focus: Demonstrating a clear vision and aligning team goals with the strategic objectives of Allianz’s Health Line of Business.
- People Skills: Building and nurturing a team that is qualified, dependable, and passionate about delivering high-quality healthcare services.
- Operations Management: Ensuring operational excellence and adherence to healthcare standards, regulations, and best practices.
- Innovation: Encouraging creative solutions and improvements to enhance service delivery and patient care.
- Financial Savvy: Managing budgets and resources efficiently to ensure the financial health of the business line.
- Technical and Product Expertise: Demonstrating a deep understanding of the technical aspects and product offerings within Allianz’s Health Line of Business. This includes staying abreast of the latest advancements in healthcare technology, understanding the intricacies of the products and services offered, and leveraging this knowledge to drive innovation and operational efficiency within the team. Additionally, fostering a culture of continuous learning and development to ensure that team members are equipped with the necessary technical skills and product knowledge to excel in their roles and contribute to the overall success of the business line.
YOUR PERSONAL ATTRIBUTES
- Bachelor’s degree in any field
- Experience in any Financial / Insurance related field is a plus
- Strategic Vision: Ability to set clear goals and create a roadmap to achieve them.
- Effective Communication: Skilled in conveying ideas and information clearly to the team.
- Emotional Intelligence: High level of self-awareness and empathy towards team members.
- Decisiveness: Capable of making informed decisions promptly when necessary.
- Adaptability: Flexibility to handle changes and challenges with composure.
- Inspirational: Motivates and encourages the team to perform at their best.
- Integrity: Upholds ethical standards and honesty in all actions.
- Accountability: Takes responsibility for both team successes and setbacks.
- Collaborative Spirit: Promotes a culture of teamwork and cooperation.
- Problem-Solving Skills: Able to identify issues and implement effective solutions.
- Mentorship: Provides guidance and support for the professional growth of team members.
- Proven Team Leadership Experience: Demonstrated experience in leading and managing teams in any professional setting for a minimum of 2 years, with a track record of fostering a positive and high-performing team culture. This includes the ability to effectively delegate tasks, provide mentorship, and drive the professional growth and development of team members. Additionally, experience in setting and achieving team goals, as well as handling day-to-day operational responsibilities, will be highly valued.
