Manager, Dispute Resolution

Provide high quality specialist services to achieve positive customer outcomes and to protect the broader interests of the workers compensation scheme.

• Lead the Dispute Resolution Team
• Location: Kent Street, Wynyard 
• Permanent Role, hybrid working environment

About the Role

The role is responsible for managing internal review frameworks to ensure that the broader interests of the workers compensation scheme (Nominal Insurer and Treasury Managed Fund) are protected. The role will work closely with other parts of the Customer Outcomes team to support effective dispute resolutions processes within the schemes.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• icare day – access to an extra day’s leave
• Comprehensive learning and development support aligned to icare’s Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It’s an exciting time at icare where no two days are the same: as a Manager, Dispute Resolution

you will:

• Provide high quality specialist services to achieve positive customer outcomes and to protect the broader interests of the workers compensation scheme.
• Manage internal review processes, including recommending allocations of reviews to Claims Service Providers and/or icare.
• Monitor quality of internal review processes in alignment with icare’s policies, SIRA expectations and legislation.
• Drive and ensuring positive, courteous and professional service when interacting with customers and internal and external stakeholders.
• Engage with, consulting and managing communications with our service providers and other impacted internal and external stakeholders.
• Ensure there is adequate staffing to meet the current and projected workload.
• Coach, mentor and develop high performing specialist and support staff, including overseeing new employee recruitment, onboarding, and retention.

Essential

• Tertiary qualifications or equivalent experience in relevant field
• Excellent relationship management and interpersonal skills
• Minimum 5-7 years Workers Compensation experience in a Claims environment and people management
• Comprehensive understanding of workers insurance legislation
• Extensive experience in analysing data and identifying insights specific to Worker Compensation Claims
• Demonstrated experience in working in a policy context and balancing commercial objectives with regulatory requirements
• Ability to tailor communications and approach to the specific customer
• Legal background

Culture

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply.   We are committed to our people’s development so the people of NSW can thrive.

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work. 

• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted
• We are a Circle Back Initiative Employer – we commit to respond to every applicant
• A talent pool may be created through this recruitment process.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.