About KBA Insurance Repairs

As one of the most respected builders specialising in insurance repairs, KBA Insurance Repairs ensures every project is handled with utmost diligence, from inception to completion. Our engagement by insurance companies testifies to our trustworthy approach, which we exercise by working collaboratively with all stakeholders. We prioritise transparent communication, cost-effective methods, and safety, ensuring every project’s success. Our commitment to providing top-notch quality repairs has consistently distinguished us from the competition.

The Opportunity

The Insurance Repairs State Operations Manager will be responsible for managing and supporting our claims processes to ensure a high degree of customer satisfaction, regulatory compliance, profitability, and operational efficiency.

This role is responsible for providing ongoing development, direction, communication, and support to internal stakeholders to achieve KPIs and SLA’s for KBA Insurance Repairs.

Key Accountabilities include, but are not limited to:

Manage and oversee the daily state operations of the insurance claims department, working closely with our Frontline Team Leaders to ensure success in terms of scorecards, customer, and financial outcomes. This includes but not limited to repair life, customer service outcomes (NPS) scores, rectifications and monthly budgets

Develop, implement, and maintain claims processes and policies to maximise efficiency and productivity

Monitor and evaluate the performance of the claims team, providing feedback, training, and coaching, as necessary

Co-ordinate with other departments to ensure seamless service delivery during BAU & Event times

Ensure compliance with state and company regulations related to claims handling

Manage complex claims and escalated customer complaints if Client Relationship team cannot resolve

Collaborate with senior management to set performance objectives and monitor KPIs, implement changes as needed and ensure compliance.

Facilitate regular team meetings to address queries, share updates, and promote team collaboration

Required Skills and Experience:

Strong organisation skills with the ability to manage workload effectively using provided tools and methods

The capacity to maintain high attention to detail and quality under pressure, meeting time-based KPIs

A positive and dynamic personality, with lateral thinking and reasoned decision-making abilities

Excellent verbal and written communication skills

Capability to build rapport with all stakeholders, working cooperatively to achieve common objectives

The ability to handle difficult or unexpected situations in the workplace as well as complex business challenges

Proficiency in Microsoft Suite

You will be supported by a positive, diverse team, amazing culture and be presented further career opportunities within the business. We also offer an Employee Assistance Program to you and your family.

Please attach a cover letter and your resume outlining your experience and why you want to be our next superstar!