- Supporting the capability development of Operational staff in 'on-the-job' environments
- Regularly engaging with Team Managers to ensure the Skills Matrix template accurately describes the key tasks of the role and that the benchmark dates for completion are correct
- Utilising the Skills Matrix (and Professional Standards Framework when operational) to determine the capability gaps of team members following initial training
- Providing 'on the-job' technical, service and operational training and face to face coaching with Eligibility Officers (new staff or transferred staff) to assist in making timely and quality determinations
- Developing a mutually cooperative and personalized approach to coaching Eligibility Officers in the Eligibility Branch to maximize their ability to determine customer's benefits
- Following the Capability Enablement Model for structured engagement and feedback around capability build with Eligibility Officers
- Communicating feedback to Team Managers in line with the Capability Enablement model.
- Being flexible and fluid in a dynamic environment with an ability to change direction with evolving strategies and priorities.
- Utilising advance emotional intelligence capability to anticipate the need of customers both internally and externally.
- Work closely with internal stakeholders to ensure consistency across portfolios and timely and quality determinations.
- Attending eligibility team meetings and support the business unit by utilising your knowledge and championing and implementing changes.
- Reviewing Injured Worker Survey team results for areas of focus and development within each team and provide support and development to address.
- Actively participating in the continual improvement and evolution of the GB Service Framework.
- Attending monthly Customer and Capability Specialist team meeting to proactively discuss trends, focus areas and action plan.
- Significant technical Workers Compensation experience, particularly within the Eligibility space
- Experience within VIC Eligibility, Whole Person Impairment (WPI), Worker Injury Damages (WID), PIAWE, Work capacity Decisions (WCD) or other Technical Specialisation
- Knowledge of relevant Workers Compensation Acts and Legislative requirements
- Demonstrated focus on quality, accuracy and attention to detail.
- Strategic thinking capability and a Continuous Improvement mindset
- Excellent communication skills and proven experience in a coaching capacity
- Experience in identifying patterns or trends that require corrective action across operations
- Expert ability to influence stakeholders
Capability Specialist - Melbourne, Australia - Gallagher Bassett
Description
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
About the Role
The role of the Capability Specialist is to be responsible for supporting the capability development within the Eligibility function of the Victorian Workers Compensation Business unit. The objective is to work in partnership with the business and the Technical Training Specialists to support staff to transition from technical training into their operational roles. Utilising the Skills Matrix and following the Capability Enablement Model, you will be subject matter experts who will own relevant business processes and will champion and deliver relevant training in an operational environment.
How you'll make an impact
In this position, your responsibilities will include:
About you
About You
We're looking for Eligibility experts who also have:
To apply
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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.
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.