Introduction Join our growing team of dedicated professionals at Gallagher Bassett, who guide those in need to the best possible outcomes for their health and wellbeing. You'll be part of a resilient team that works together to redefine the boundaries of excellence. At our organization, we value collaboration and making a positive impact in the lives of our clients and claimants, offering you the opportunity to join a team where your skills and dedication can truly make a difference. GUIDE. GUARD. GO BEYOND. We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply. Overview Monthly RDO and hybrid work arrangements (work from home and office) Staff benefits incl. wellbeing support, insurance and retail discounts & more Be part of a Diverse, Inclusive Global Company which prioritizes its people About the Role Our Performance Manager work closely with claims staff within our Workers Compensation team to uplift GB’s overall service performance, whilst ensuring the delivery of a customer-centric and best in class claims management service. This will be achieved through conducting thorough and in-depth reviews of various performance reporting, engaging with Worksafe and claims teams, providing recommendations for continuous improvement. We currently have a newly created Performance manager opportunity available which specialises in supporting business wide Service uplift. This position will focus on providing oversight on performance in this area, ensuring robust strategy and controls are being effectively implemented within the teams, whilst working closely with the Customer and Capability Specialists. You will play a key role in promoting best practice service improvement, and supporting initiatives across our VIC Workers Compensation team. How you'll make an impact Key responsibilities: Supporting the achievement of sustainable business outcomes across our Injured Worker Survey (IWS) and Moments that Matter (MtM) measures Conducting thorough and in-depth reviews of various drivers of service improvement, and providing recommendations Liaising with WorkSafe Victoria to analyse industry trends, and deliver reporting for the Workers Compensation business to identify areas of focus for uplifting performance and recognising good performance Promoting best practice claims management, service application and supporting continuous improvement with VIC Workers Compensation Mentoring and coaching team members Analysing trends and putting forward recommendations to resolve issues; ensuring strategies are implemented and the desired outcomes are achieved Engaging key stakeholders in the development, execution, and evaluation of appropriate strategy, business plans and initiatives About you What we’re looking for: We are searching for an engaging and strategy focused Service expert, who also has: Significant, in depth understanding of the IWS and MtM Business rules In-depth knowledge and experience within managing Customer Service and Customer Experience within the Workers Compensation scheme Very comprehensive knowledge of the workers' compensation industry, business requirements and administrative practices and requirements Claims Management experience in a leadership capacity Outstanding leadership skills, and Coaching/Mentoring experience Time management, organisation and strong communication skills Tertiary qualifications within the disciplines of business or personal injury (or similar) What we can offer you: Monthly RDO ("Rostered Day Off") Attractive remuneration packaging & flexible work arrangements – including WFH Paid Parental Leave Reproductive leave Birthday club – enjoy a day off during your birthday month, courtesy of GB! Excellent Working Environment – friendly, flexible and supportive working environment which is built around great team support and rewarding opportunities; Exciting career – as our Company grows, so do the opportunities for our people; Opportunities for ongoing education and development; Service and performance recognition awards; and employee assistance program for yourself and immediate family members To apply If this sounds like the job for you, then we want to hear from you today! Click on Apply for this Job. To be considered for this opportunity you must have right to live and work in Australia when applying. Agency applicants will not be considered for this position. Gallagher Bassett is an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. As a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace. We will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business. Compensation and benefits On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: 4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle Leave Novated Leasing opportunities Two paid volunteer days annually Health Insurance Discounts with our Group Insurance Plan Employee Stock Purchase Program Paid parental leave Other benefits include: Flexible and hybrid work arrangements Mental Health and Wellbeing Support for yourself and immediate family members Employee Recognition Awards and Service Milestone Recognitions Peer Support Program Annual flu vaccinations Access to Reward Gateway – discount offers at over 350 retailers! And more... We value inclusion and diversity Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.