Assistance Team Leader

Job Description

1 week ago Be among the first 25 applicants Direct message the job poster from Europ Assistance Australia and New Zealand People & Culture Management I Driving Employee Engagement and Organisational Growth I Strategic HR Professional I Diversity & Inclusion PURPOSE OF THE ROLE: The Assistance Team Leader is responsible for the daily operational activities related to management of our 24/7 Travel Assistance business. The role leads our front-line team members with direct oversight of cases to ensure customers are supported by the application of our Standard Operating Procedures. To align with Europ Assistance group strategy our focus is maintain and provide a customer centric experience. To deliver on this the Leader will ensure the team are consistently available and responsive to our customers 24/7. Key metrics on business performance and service delivery, including team and individual performance indicators, will drive system and process enhancements, efficiencies and improvement to provide our customers an exceptionally high-quality experience. KEY DELIVERABLES Assistance Service Delivery Oversee daily Assistance servicing activities to ensure cases are appropriately managed and prioritized. Allocation of case work with consideration of team capabilities. Supporting all case prioritisation and coordination activities of the team, with the objective to ensure customers receive the timely and appropriate treatment, at an acceptable standard of care. Maintain compliance with Service Level Agreements for all case activities and actions. Pre-empt and take ownership of direction on escalated issues and complaints in accordance with procedures, initiate service recovery directions and monitor. Oversee case direction on complex and high priority cases throughout the scheduled shift. Review and revise team scheduling requirements to deliver high quality assistance. Support the Assistance Manager on reporting requirements of Assistance. Contribute to collaborative engagements with Operational departments including working hand in hand with the Malaysian Team and Leadership to ensure continuity, alignment and quality of service delivery. Lead daily, weekly and monthly operating rhythms including daily handovers, quality and governance forums, Team engagement rhythms. Work in close liaison with Clinical experts to manage potential risks and achieve optimal outcome for customers. Adherence to operational and clinical governance must be demonstrated in all case actions. Engagement with Network team as required to gain intelligence or support to ensure delivery of care or timely movement of a customer. Operational Enhancements Accountable for daily leadership of Assistance team members and activities, whilst contributing to revision of SOPs to improve efficiencies. Aid in identifying improvements for our customer journey to deliver the best outcome and elevating business performance. Ensure Operational leadership and support is in place and optimised to enable Teams capability to deliver. Support individual and team performance by empowering them to be proactive care co-ordinators. Regular communication across the team and stakeholders to ensure alignment in goals and deliverables. Manage employee performance or unsatisfactory conduct. Develop continual training and learning strategies through mentoring and coaching, and ensure counselling and recognition is shared as appropriate. Manage conflict and other workplace issues. Manage team member adherence to roster, company policies, procedures, KPI’s and targets. Facilitate performance plans, performance reviews and development plans for team members. Stakeholder Management Engage and communicate regularly with internal stakeholders to manage blockers or risks that can impact service and care delivery to the traveller. Support and co-ordinate engagement between the team and stakeholders. Partner with Assistance Leadership team to drive customer and productivity centric outcomes and help identify how to enhance our services and value to the business. Strategy and Continuous Support Support enhancements of customer journey and experiences by contributing to initiatives for Assistance. Work with the Assistance Manager in identifying and prioritising process and service delivery opportunity improvements and enhancements. Ensure service levels are maintained and where compromised support the implementations of strategies to rectify. Engagement & Communication Assist with the development of employee NPS. Lead a customer centric culture of continuous improvement where employees are engaged and empowered to challenge current processes and procedures. Support the development of and career progression of the team, including succession planning. Communicate effectively across the team to ensure efficient and effective dissemination and communication to team members. Organise and facilitate team meetings to ensure communication across the wider organization, with all stakeholders. WHS Responsibility Ensure compliance with Workplace Health and Safety requirements across the team. Managing team members handling vulnerable customers and sensitive case types, creating a safe space for debriefing and supporting psychological impacts. Report to Assistance Manager. Lead by example with undertaking all duties in line with Europ Assistance’s Code of Conduct. Management and recording of risks relevant to Assistance Operations are identified, assessed, managed and monitored in accordance with EA’s Risk Management Strategy and Compliance Management Framework. ROLE REQUIREMENTS 2-4 years leadership experience, in an Emergency Assistance environment. Demonstrated ability to deliver results in a high-pressure environment. Exceptional written, verbal and interpersonal communication skills. Strong knowledge of General Insurance and/or Travel Insurance Industry. Strong Team engagement and development skills. Personal integrity. Demonstrated ability to balance commercial, business/team and customer considerations. Proven experience developing and delivering strategic programs of work with a focus on digital transformation, automation and workforce optimisation. Highly developed interpersonal, communication and negotiation skills. Seniority level Mid-Senior level Employment type Full-time Job function Other Industries Insurance #J-18808-Ljbffr