Applications Development & Support Manager - Amazon S3



Head of Claims & Digital Assessing

Location: Palmerston North

Reporting to: Chief Product & Pricing, Underwriting & Claims Officer

Business Unit: Product & Pricing, Underwriting & Claims

Direct Reports: 7

Date: March 2021

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About FMG

Formed by farmers for farmers over a century ago, today’s FMG is New Zealand’s leading rural insurer providing business and personal risk advice and insurance solutions for farmers, growers, commercial businesses, the lifestyle sector and domestic customers.

We’re proudly 100% New Zealand owned and operated and our focus is on helping our clients achieve their goals.  Our commitment to a mutual ownership structure guarantees that members’ and client’ interests are preserved through working in partnership and reinvesting all profits in the business.

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FMG’s Values

The FMG brand represents promises about what clients can expect from us and each of us is responsible for delivering on these promises. Living our company values means we deliver the best brand experience for our clients. Our mutual values are:

|Do what’s right |Make it happen |

|We’re in it together |Proud of who we are |

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Work Environment

We strive to provide an environment that promotes and fosters achievement. We place importance on career development and training to give our people the tools they need to succeed.

FMG’s largest regional office is located in Palmerston North accommodating our National Service and Sales Centre, Information Technology, Claims and Payments functions. FMG has a further 26 office locations throughout New Zealand.

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Purpose of the role

The Head of Claims & Digital Assessing is accountable for providing strategic and operational leadership for FMG’s Claims & Digital Assessing functions and to ensure the related policies and processes are efficient, effective and robust in order to support a high standard of client service. [pic]

Key Responsibilities

|Area |Responsibilities |

|Strategic Leadership |Establish, implement and lead the strategic direction for the Claims & Digital Assessing team that |

| |reflect leading best industry practice. |

| |Develop and implement an annual Claims & Digital Assessing business plan. |

| |Sets Claims & Digital Assessing standards and objectives and ensures these are monitored on an on-going |

| |basis and reported back on to key stakeholders. |

| |Proactively works with internal teams to implement improvements – leveraging technology and digital |

| |solutions where appropriate - that will enhance both the client and employee experience. |

|People Leadership, Talent & |Provides day to day leadership and coaching to direct reports to support achievement of results. |

|Succession Planning |Recruits, manages, develops and coaches their team into a highly skilled and performance oriented team, |

| |whose performance is managed and measured appropriately. |

| |In conjunction with People & Culture, implement an internal talent management process, capability plan |

| |and ensure succession plans for key positions are in place across Claims & Digital Assessing. |

| |Communicate and share information with the team on a regular basis, both formally and informally. |

|Operational Planning & Delivery |Provide direction and leadership to the Claims & Digital Assessing Leadership Team in the development, |

| |maintenance and enhancement of the Claims & Digital Assessing functions to ensure effective and |

| |efficient processes and procedures. |

| |Support FMG’s operational response and recovery after a major weather event or natural disaster. |

| |Develop, implement and monitor a fraud mechanism that supports seamless procurement arrangements and our|

| |online claims capability. |

| |Leadership and case management of complex client complaints. |

| |Leadership of structured process improvement to enhance the client experience at the same time as |

| |reducing the unit cost of delivery. This includes encompasses the shift to digital assessing and client|

| |management. |

|Supplier Management |In conjunction with the Head of Mobile Assessing, Claims Procurement & Event Response and the FMG |

| |Procurement team, |

| |Establish and manage excellent supplier relationships with external providers to ensure that services |

| |meet defined business needs |

| |Facilitate timely contract re-negotiation and renewal, as required. |

| |Monitor and report on the effectiveness of services provided. |

|Financial Management |Assist in the provision of prudent financial management by operating within FMG parameters, planning and|

| |operational guidelines for the effective management of revenue, costs and assets. |

| |Alongside the Head of Mobile Assessing, manage and control the Claims & Assessing operational budget. |

|Relationship Management |Proactively builds, monitors and manages a wide-ranging network of relationships related to the role; |

| |both internal and external. |

|Team Membership |Effectively contributes to a collegial and efficient FMG team dynamic. |

| |Is a proactive and supportive team member of the Product & Pricing, Underwriting & Claims Leadership |

| |team and work closely with other leadership peers across the wider business to ensure a seamless, |

| |professional and high quality client experience in respect of the end to end process and outcome. |

| |Undertaking additional duties and providing assistance relevant to the Underwriting and Claims team as |

| |determined by management. |

|Personal Proficiency |Understands and proactively builds the technical knowledge and expertise necessary to understand the |

| |current and emerging industry changes and investigates, recommends and implements (as necessary / able) |

| |Credibly project the depth of understanding and technical knowledge necessary to win confidence as a |

| |credible FMG business leader. |

|Compliance |Ensure compliance with legislative, regulations and FMG policies through the implementation and |

| |monitoring of systems, processes and improvements. This includes in respect of the Fair Insurance Code,|

| |inter- alia. |

|Wellbeing & Safety |Demonstrate commitment to workplace Wellbeing & Safety practices and policy. |

| |Promote and support initiatives that contribute to a healthy and safe working environment for employees,|

| |visitors and contractors. |

| |Ensure compliance with Wellbeing & Safety policy and procedures, including accident and incident |

| |reporting and investigation, hazard management, induction, training and supervision, employee |

| |participation and contractor management. |

|COMPETENCIES |

|*see competency framework for behaviours expected at each level |Expected Level |

|Client Driven (Internal & External) |Advanced* |

|A commitment to understanding the needs and best interests of both internal and external clients, in order to | |

|provide them with outstanding client service and help them to make informed decisions. | |

|Accountability |Advanced* |

|Taking personal ownership of decisions, behaviour, and development, and being responsible for how these actions| |

|impact on the wider organisation and customers. | |

|Adaptability |Advanced* |

|Demonstrating a willingness to engage in a changing environment and being flexible and comfortable working with| |

|change. | |

|Motivation and Drive |Advanced* |

|The determination to achieve goals and strive for excellence. | |

|Relationship Building |Advanced* |

|Developing and maintaining positive, professional relationships that are built on mutual trust and respect. | |

|Team Work |Advanced* |

|Making a positive contribution to the FMG team and collaborating effectively with others to achieve objectives.| |

|Motivating and Developing Others |Advanced* |

|A commitment to getting the best out of people and motivating them to reach their full potential. | |

|Improvement & Change Leadership |Advanced* |

|The drive to initiate improvement opportunities to address FMG’s organisational needs and to communicate change| |

|in a way that gains buy-in and support from others. | |

|Strategic Thinking |Advanced* |

|The capacity to stand apart from the day-to-day and take a long-term, big picture view of the business. An | |

|ability to think critically. | |

Crisis Management

Ability to manage effectively in a crisis situation, including in respect of decision Advanced*

making and communication

|KNOWLEDGE |

|Qualifications | |

| |Relevant Tertiary Qualification is required. |

| |ANZIFF Qualification Essential |

|Business Awareness |Understand the internal workings of FMG and how business operates; understand FMG's position in the |

| |advice and insurance market and understand the competition. |

|Rural Knowledge |Understand the rural community and keep up to date with the economic, political, and environmental |

| |issues affecting our clients. |

|Legal Knowledge |Has knowledge of fundamental insurance /legal concepts (e.g. indemnity, liability, the Privacy Act |

| |etc.) |

|Risk/Insurance Knowledge |Understand and has practical insurance experience across a wide range of product lines |

| | |

| |Understand risk and how to apply FMG's policies to situations; is knowledgeable about compliance |

| |requirements; understand the insurance process and how claims are managed; know industry partners |

| |and competitors. |

|Work Experience |Minimum 5 years’ experience in a People Leadership role |

| |Minimum 10 years’ experience in the Insurance / Claims industry |

|SKILLS |

|Written Communication Skills | |

| |Able to write clear, concise and persuasive proposals and reports. |

|Verbal Communications Skills |Communicates clearly in order to present information to persuade and influence others. |

|Listening Skills |Demonstrates active listening skills through eye contact, paraphrasing, appropriate body language |

| |and checking understanding. |

|Financial Skills |Able to develop and interpret budgets and forecasts. |

|Risk Assessment Skills |Identifies, understands and mitigates the risks that may impact on FMG's strategy, initiatives and |

| |reputation. |

|Improvement Skills |Able to identify and act on improvement opportunities. |

|Leadership & Coaching Skills |Demonstrates an ability to lead and coach an individual and team to achieve high performance. |

Relationship

|External |Internal |Committees/Groups |

|Clients |Executive Leadership Team |FMG Claims Committee |

|Key Suppliers & Contractors |Head of Assessing |Product & Pricing, Underwriting & Claims |

|ICNZ Standing Committees |People & Culture |Leadership Team |

| |Legal | |

| |Claims Leadership Team | |

| |Assessing Leadership Team | |

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Financial Authority Levels

• May approve routine expenditure within budgetary limits and in accordance with FMG’s Financial Delegated Authority Manual.

Human Resources Authority Levels

• May hire direct and indirect reports within approved FTE headcounts.

• May discipline direct and indirect reports in consultation with the relevant line manager and Human Resources.

• No authority to dismiss staff, unless delegated by the Chief Executive and in consultation with manager and Human Resources.

Delegated Authority Levels

Delegated authority levels for the individual role-holder will be advised following assessment, training and approval as per the requirements of the FMG Delegated Authority Policy.

Agreement

I agree to the outline of the role as contained in this document and recognise that the contents may need to be amended from time to time to reflect changing business requirements.

I as Job holder, allow my Manager to gather information from third parties where necessary for the purposes of performance management.

|Head of Claims & Digital Assessing’s Name: | |

|Signature: | |

|Date: | |

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Position Description

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