Description:
Who are we.
Guild Insurance is Australia’s leading provider of insurance solutions for allied healthcare professionals. For over 60 years, we have delivered exceptional products, services, and unparalleled customer experiences, driven by genuine care for our clients’ professional and financial well-being. With over 140 industry partnerships and 80,000 customers nationally, we are uniquely positioned to offer reliable insurance solutions.
At the heart of what we do is being there for those our communities rely on.
Our employee experience:
We thrive together at Guild Group. Our people feel truly connected to our purpose and are motivated by it. With our eyes on the future, our people thrive on a challenge and learn from each other. Guild Group team members truly care about each other and our customers, and everyone contributes to make a real difference by supporting the people our communities rely on.
The Role
The Workers Compensation Team Leader (Underwritten States) role will be accountable leading the Underwritten States Workers Compensation Team (WA, Tasmania and ACT) in delivering best practice claims management aligned with the strategic and operational goals of the business, while ensuring an exceptional customer experience
Core accountabilities:
Planning & Leadership
- Lead and coach team performance through regular one-on-one meetings, providing constructive feedback and supporting skill development.
- Set and manage key performance indicators (KPIs) in collaboration with the National Workers Compensation Claims Manager and Head of Workers Compensation.
- Represent the business in WA, ACT, and TAS Workers Compensation committees, fostering collaboration and upholding company values and culture.
Claims Service
- Guide the team to deliver proactive, injured worker-focused claims service in compliance with jurisdictional regulations.
- Support regulatory compliance and licence renewals, working closely with senior leadership to implement best practice strategies.
- Monitor team caseloads and authorise claims payments within delegated authority, ensuring timely and accurate service delivery.
Operations
- Maintain and enforce claims guidelines, continuously reviewing processes to enhance customer service and operational efficiency.
- Provide coaching and support to team members, particularly in customer satisfaction and dispute resolution.
- Implement a structured training regime to ensure Case Managers possess the necessary knowledge and skills.
External Regulatory & Reporting
- Ensure full compliance with regulatory requirements, proactively identifying and addressing risks or breaches.
- Conduct local quality audits and provide individual feedback to team members. You’ll also prepare and deliver reports and submissions for internal stakeholders, reflecting team and portfolio performance.
Stakeholders & Advice
- Actively participate in customer presentations and marketing initiatives alongside senior leadership and regional teams.
- Provide expert advice to stakeholders to support informed decision-making and maintain strong internal and external relationships.
- Represent Workers Compensation at industry and client events, fostering positive relationships with regulators, legal advisors, and other key stakeholders.
About You
- You’ve led a small workers compensation team, or you might be a Senior Case Manager with some supervisory experience ready to take the next step in your career
- Essential is your demonstrated working knowledge of Western Australia Workers Compensation legislation
- Resilience, resourcefulness, and strong communication are core strengths you use to lead effectively and build solid relationships. You’re inspired by people, and they’re inspired by you.
- You have a proven track record of delivering projects that span business and technology change, ensuring smooth transitions.
What we offer?
- Remuneration package + 10% annual short- term incentive
- Hybrid working arrangement (2 days in office and the option of 3 days from home)
- Paid parental leave for eligible staff and an extra day of paid leave in addition to annual leave entitlements
- Enhanced long-service leave
- Staff discounts and offers with leading retailers and an innovative Employee Assistance Programme
- Wellbeing initiatives, learning opportunities and purpose led businesses.
If you have any questions, please email Jason at recruitment@guildgroup.com.au. Please do not apply via email
Thrive Together