Applications Development & Support Manager



Business Support Team Leader

Location: Christchurch

Reporting to: Business Support Manager

Business Unit: Advice & Insurance

Direct Reports: 8

Date: March 2017[pic]

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 customers achieve their goals.  Our commitment to a mutual ownership structure guarantees that members’ and customers’ 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 customers 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 customers. Our company 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.

The Business Support team National Sales & Service Centre teams operates within a lively office environment. Located in Christchurch our Business Support Team is committed to being the ‘Centre of Excellence’ delivering a world class customer service primarily to our internal clients.

The Christchurch based Business Support team is tasked with working closely with FMG’s internal business units and teams to handle general administration, processing queries, administration of systems and processes. The Business Support team will respond to calls and email traffic in a timely manner achieving a high level of customer service.

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Purpose of the role

The Business Support Team Leader is primarily responsible for the effective leadership and daily supervision of team members; providing them with the support, development and tools they require in order to ensurethe highest level of quality customer service to internal stakeholders is maintained..

The role of Business Support Team Leader is a ‘hands on’ role and will involve active participation in the daily workflow of the business support team, providing ‘go to’ support and feedback to the Business Support Manager on areas for Consultant development. [pic]

Key Responsibilities

|Area |Responsibilities |

|Leadership |Ensures team meets and where possible exceeds key result areas (KRAs) |

| |Achieves quality customer service results through the effective planning, management and monitoring of |

| |team activities. |

| |Utilises team resource to meet frontline service standard objectives, including managing workflow |

| |Contributes to the Leadership of the Business Support Team. |

| |Assists with the implementation of change processes and operational initiatives. |

| |Plans and Leads Business Support team meetings and events |

|Coaching |Provides day to day operational leadership and coaching to direct reports to support achievement of |

| |results. |

| |Recruits, manages, develops & coaches individuals to create a high performing team environment. |

| |Ensures individual and team performance is managed and measured appropriately and provides feedback, |

| |on-going coaching and professional development of direct reports to ensure full competence in |

| |roles.Provides feedback and Quality Assurance to team members |

|Business Support |Is available for any required Project Work or Subject Matter Expert representation that Business Support|

| |requires. |

| |Maintains and develops strong professional relationships with internal FMG teams |

|Customer Focus |All dealings on behalf of FMG promote the FMG Values. |

| |Ensure all communication (including inwards processing, telephone calls and other communication) is |

| |completed accurately and within appropriate service levels. |

| |Ensure any complaints received from customers are fully resolved or escalated to the Business Support |

| |Manager as appropriate. |

| |Exceeds customer service satisfaction levels through the delivery of accurate and timely information and|

| |advice; building rapport, being recognised as an expert; and getting the job done in a timely manner |

| |with minimal disruption to the customer. |

| |Engagement with the customer reflects a consultative approach where in-depth questioning and active |

| |listening is undertaken, and industry related information is discussed. |

|Operational Planning |Assists with development and implementation of operational business plans. |

| |Assists with the implementation of change processes. |

| |Provides operational reporting to Business Support Manager. |

|Self-Development |Actively identifies areas for development. |

| |Attends company approved training and development programmes in insurance, risk management and |

| |agribusiness. |

| |Uses newly gained knowledge and skills on the job. |

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

| |Assisting and supporting other team members, including training and peer review work as required. |

| |Supporting the team by sharing information and resources and providing feedback in a positive manner. |

|Risk Quality |Develops a thorough knowledge of all FMG products and services and rural industry topics through |

| |attending internal training sessions, external seminars and study programs. |

| |Ensures that business written on behalf of Advice and Insurance team is prepared in accordance with |

| |established process. |

| |Follows process to ensure FMG is not exposed to unnecessary risk when conducting ICR checks. |

|Quality Assurance |Complete Peer Reviews of any processing requests when required and provide feedback to consultants based|

| |on Quality Assurance completed by Technical Coordinator Business Support. |

| |Assists the Business Support Manager in providing QA analysis and reporting to provide improvement |

| |solutions for the Business Support Team |

| |Participates in discussion and planning of remedial action in relation to results analysis |

| |Coaches and Develops other members of the Business Support Team as required. |

|Process Improvements/Project work |Completes project work as assigned by the Business Support Manager |

| |Researches, analyses and makes recommendations on project work and process improvements. |

|Health and Safety |Complies with safety and wellbeing policy and procedures, including accident and incident reporting and |

| |hazard management requirements |

| |Works in a safe manner at all times and does not undertake activities without appropriate training |

|Compliance |Complies with company policies, guidelines and procedures |

|FMG Values |Promotes the “FMG Way” through displaying the values of FMG which are: Do what’s right, Make it happen, |

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

|COMPETENCIES |

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

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

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

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

|Accountability |Intermediate* |

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

|impact on the wider organisation and customers. | |

|Adaptability |Intermediate |

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

|change. | |

|Motivation and Drive |Intermediate* |

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

|Relationship Building |Intermediate* |

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

|Team Work |Intermediate* |

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

|Critical Analysis |Intermediate* |

|The capability to identify key issues, trends, or important facts from information and to question and probe. | |

|Motivating and Developing Others |Intermediate* |

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

|KNOWLEDGE |

|Qualifications |Relevant Tertiary Qualification desirable. |

|Business Awareness |Understands the internal workings of FMG and how business works; understands FMG's position in the |

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

|Legal Knowledge |Has legal knowledge e.g. indemnity, liability, the Privacy Act etc. |

|Rural/Commercial Knowledge |Understands the rural and commercial community and keep up to date with the economic, political, and|

| |environmental issues affecting our customers. |

|Product Knowledge |Is knowledgeable about FMG's insurance policies and packages, the differences between them, and the |

| |appropriateness of each in different situations. |

|Systems Knowledge |Knowledge of the following systems is required: Genisys, Oracle, BIZi Portal, Guidewire, Insurance |

| |Claims Register, Outlook, Office, Catlin, Interaction client, Lead Management and Insite. |

|Risk/Insurance Knowledge |Understands risk and how to apply FMG's policies to situations; is knowledgeable about compliance |

| |requirements; understands the insurance process and how claims are managed; knows industry partners |

| |and competitors. |

|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. |

|Technology Skills |Can expertly use relevant software and technology to its full capacity e.g. MS Word, Excel and |

| |PowerPoint. |

|Financial Skills |Able to calculate and understand financial information e.g. profit & loss, forecasts. |

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

| |reputation. |

Relationship

|External |Internal |Committees/Groups |

|Clients that visit office |Rural / Commercial Managers |Others as required |

|Tradespeople onsite |Mobile Rural Consultants | |

| |Rural Consultants | |

| |Business Development Managers | |

| |Personal Risk Advisers | |

| |FMG Senior Leadership team | |

| |FMG Team Leaders | |

| |FMG employees | |

| |Assessors | |

| |Personal Risk Advisers | |

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Financial Authority Levels

• No authority to approve or commit expenditure

Human Resources Authority Levels

• May hire direct and indirect reports within approved FTE headcounts in consultation with manager and HR.

• May discipline direct and indirect reports in consultation with 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

• No Delegated Authority Levels but all work is processed on behalf of. Extended to include DA levels set out by Underwriting and signed document.

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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.

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Position Description

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