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Claims Recovery Manager

2 weeks ago

Auckland City, New Zealand TOWER Insurance Full time

**Why you're here**

Reporting to the Head of Business Performance & Quality Assurance, you will lead the Claims Recovery and Settlements team to maximize the recovery of costs across New Zealand and our Pacific Markets.

You will need to lead a team of specialist Recovery and Settlements Officers as well as the supplier management of external agents culture by developing and implementing strategies to maximize recoveries and mitigate settlement costs. To ensure we can deliver on our strategy and performance objectives, You will be responsible for ensuring that all Claims staff understand the fundamentals of determining liability on claims, optimize the recovery referrals process and ensure your team are meeting their KPIs and SLAs consistently.

**What you will do**
- Lead the recoveries and litigation function to ensure the effective and efficient provisioning of recoveries with partner debt collection services.
- Identify early emerging trends and track liability cases in the market
- Manage Credit Hire related demands
- Research competitor recovery and litigation insights through settlements and industry relationships or forums.
- Lead the Recovery and Settlements team including recruitment; setting performance objectives and development goals; and monitoring and managing performance through feedback and coaching
- Develop and implement comprehensive recovery, liability and litigation strategies, business rules and a strategic roadmap that maximizes recoveries, cost of execution, and experience
- Use analytics to optimise existing recovery and litigation strategies, to reduce false positive or knock for knock referrals and increase recovery ratio
- Develop capability throughout Tower to increase risk identification by proactive change management, running campaigns, awareness training and performance feedback on referrals from teams and individuals
- Identify and leverage relevant NZ and Pacific external data to enrich Towers internal data and improve liability identification
- Report on with Claims and Actuary the tracking of bottom-line performance
- Performance management of debt agents, delivering performance meetings and managing their performance in line with Towers SLA and contract schedules
- Industry liaison with ICNZ committee's and other networks on risks and lead the assessment of risk exposure to Tower and mitigation if required

**What you'll need**

You will be an exceptional communicator with the ability to identify problems, manage conflict and come up with suitable resolutions. You'll bring a high level of initiative and have excellent relationship management skills.

What skills and knowledge you bring to the role
- Excellent relationship management and communication skills to collaborate with and influence internal and external stakeholders and partners
- Insurance product interpretation expertise
- Litigation related case studies
- Strong ability to establish clear direction and set stretching objectives
- Superior communication, project management and presentation skills
- Strong commercial acumen
- Vendor performance management of KPI and SLA's

**What we'll bring to the table**

In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.

**Highlights include**:

- A paid day off on your birthday, as well as two extra annual leave days every year and the option to buy an additional eight days of leave. So up to six weeks off
- Wellness leave instead of sick leave so you can proactively look after your health and wellbeing before you get sick
- Flexible workplace opportunities at our beautiful new Fanshawe St office
- Discounts on Tower insurance products of up to 50%
- Free Life Insurance of up to four times your annual base salary
- Paid parental leave top-up for 12 weeks
- Retail deals and discounts
- Genuine career pathways and development opportunities both in our contact centres as well as Tower-wide

**Why you'll love working with Tower**

At Tower, we put our people first and pride ourselves on creating a diverse and inclusive space that provides opportunities for everyone to thrive. As a uniquely Kiwi and Pacific insurer operating for almost 150 years, with roots all the way back to Dunedin, we embrace and encourage our people to bring their whole selves to work.

We celebrate all ages, genders, sexual orientations, races, religions, and anything else that helps to make our people special. We are proud holders of the Rainbow Tick which is an important symbol for us.