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Head of Customer Community Advisory

This role is now closed. Please reach out to luminary@luminarypartners.com.au for application enquiries.

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WorkCover Queensland has been providing workers’ compensation insurance in Queensland for more than twenty years.

About the role:

Head of Customer Community Advisory

Download PD: Head of Customer Community Advisory

Head of Customer Community Advisory

About the position

Lead the Customer and Community Advisory Services portfolio to deliver effective and sustainable outcomes across customer support and business support within the Customer Group
This role sits within the Partnerships and Relationships Group and is responsible for the implementation of strategic and operational initiatives across the customer support and business support functions.
Physical dimensions - manage 135 FTE, and $13M in operating expenses.

Your responsibilities

As the Head of Customer Community Advisory, your key responsibilities include:

Design and implement strategies to enhance the efficiency of the business support and customer support functions.
Operationalises the WorkCover’s strategic direction and strategic plan as relevant to customer support and business support functions.
Lead, manage, coach and mentor team members through inclusive leadership practices, including:
- End to end people management.
- Create and maintain an engaged team culture ensuring people are accountable for delivering outcomes aligned to the team, group and business strategy.
- Creating and maintaining a collaborative work environment.
Lead and manage teams by example: being fully accountable for performance management and enhance their personal performance and development to optimise their team contribution in a hybrid working model.
Coach and mentor to grow capability across the team and business.
Make informed, evidenced based decisions in a timely manner.
Provide input into WorkCover’s overall strategic direction and strategic plan.
Understand claim and premium trends through call analysis to ensure issues are highlighted with recommendations for improvement.
Ensure the interests of all parties are balanced and customers are engaged with WorkCover.
Ensure Customer and Community Advisory has strong relationships with other Groups across WorkCover.
Ensure appropriate financial, records management, risk management and audit controls are in place.
Manage the Customer and Community Advisory Services portfolio within agreed financial and establishment parameters.
Ensure that all records are maintained in accordance with WorkCover’s records management policies and procedures and meet legislative and business requirements.
Safety at WorkCover Queensland is everyone’s responsibility. To support a positive safety culture, leaders have an important responsibility to understand, observe and comply with all workplace health and safety and injury management standards, policies, and procedures. Leaders are responsible for creating an environment where team members engage with their safety obligations and understand their responsibilities.

Skills and knowledge

- Tertiary qualification in business, or a similar discipline.
- Post graduate qualifications in business or process improvement (highly regarded).
- Minimum 5 years’ in a senior management experience, preferably in the insurance/financial services sector.
- Operational management experience including development and implementation of business plans.
- Demonstrated experience in leading areas with proven ability to achieve successful outcomes for an organisation.
- Well-developed experience in business process improvement, business analysis and benefits realisation.
- Well-developed financial management skills including the ability to develop business cases and budgets and interpret management reports.
- An understanding of commercial, industrial and political considerations that impact on WorkCover and its stakeholders.
- Strong understanding of statutory and common law claims management functions as well as premium.
- Well-developed understanding of operational management, and in particular the ability to:
  - contribute to WorkCover’s strategic direction and the development of the corporate plan.
  - implement operational initiatives within the Customer and Community Advisory segment in line with Customer Group strategies.
- Ability to operationalise strategic plans and business plans for the Customer and Community Advisory segment.
- Well-developed interpersonal skills to interact with others and develop stakeholder relationships.
- Excellent presentation skills and ability to professionally represent WorkCover in various external forums.
- Ability to explore alternate views, ideas and positions to reach outcomes that gain the support of all parties.
- An authentic, human-centred, inclusive approach to leadership.
- A systems leadership approach to work.
- Ability to lead, and provide guidance, direction, coaching and mentoring to direct reports to achieve individual and portfolio objectives.
- Inspire and manage performance to meet our strategic goals and vision. Identify and implement strategies to uplift the performance and capabilities of team members.

How you will be assessed

WorkCover has five core capabilities that embody our values and apply to all our roles. Each capability defines excellence in behaviour at work and the definition then establishes the benchmark against which people are expected to demonstrate.

Strives for excellence in skill and behaviour through continuous improvement, learning, passion to achieve and commitment to overcoming obstacles.
Looks to do things better – wants to find better ways of doing things; keeps track of outcomes. Positively accepts and acts on feedback from others.
Acts authentically in a way which is fair, transparent, and consistent with what is said and expected to achieve results; Aligns behaviours with own values and the values of WorkCover Queensland, especially in challenging circumstances.
Walks the talk – is consistently and openly honest, honouring promises and agreements; shares information, insights, or comments about work in appropriate forums rather than remaining silent or undermining behind the scenes; and serves all equally in accordance with personal and organisational values.
Focuses one’s efforts on discovering, understanding, and balancing the needs of customers; Empowers others to achieve outcomes in alignment with WorkCover Queensland’s customer strategy principles, internal policies and legislation.
Understands the need – Strives to develop an understanding of customer needs through formal and informal processes and information gathering and communicates these needs to the team. Proactively identifies and addresses issues affecting the customer experience.
Ability to care for, empathise with other people, ensuring they feel valued through actively listening to views and opinions of others, understanding feelings and concerns, and adjusting one’s responses accordingly.
Values and deeply understands the role of our stakeholders; makes it easy to connect, develops and maintains relationships and networks both internally and externally with the goal of working better together. Collaborates to advance projects or goals.

There are six additional leadership capabilities for WorkCover leaders.

Provides clarity, focus and inspiration regarding key strategic priorities and change initiatives; proactively manages change resistance; uses courage to drive WorkCover Qld towards its strategy.
Critically solves problems and sets mid and long-term strategies for the business, creates opportunities and mitigates risks by acting now to address future challenges and opportunities.
Proactively collaborates across the business through inclusive leadership, fostering teamwork as opposed to working separately or competitively, and breaking down silos.
Actively sets WorkCover Queensland up for a sustainable future through creating efficiencies, improving processes and innovating, as well as fostering the long-term growth, development and resilience of self and others.
Demonstrates judgement, agility and decisiveness in order to solve complex problems and drive performance through results and behaviours that are aligned with WorkCover values.
Accepts and delegates authority whilst enabling others to act with purpose; is intrinsically motivated to hold self, others and teams to account for achieving results. Owns individual decisions.

How to Apply

Requirements

To be considered, please provide the following information in your online application, for the assessment of your suitability:

A short (no more than two pages) statement focusing on how you align with the core accountabilities outlined in the role statement below.
Your current CV highlighting your relevant experience, qualifications, and achievements.

If you need assistance with your application please reach out to us.

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