Head of HBCF Engagement

Title: Head of HBCF Engagement

Location: Australia

Job Description:

A pivotal role in driving meaningful engagement and relationships with associations, providers bodies, and other NSW Government partners.

• Lead the design and delivery of engagement strategies and propositions utilising CX and data driven insights
• Act as an overarching Product Manager for HBCF service model
• Permanent Hybrid role (Kent Street, Sydney), salary from $197,000 inclusive of super

About the Role

The Head of HBCF Engagement plays a pivotal role in driving meaningful engagement and relationships with housing associations, service providers including brokers and accountants, professional membership bodies, homeowner advocacy services and other NSW Government partners. This role is key to the planning and delivery of key propositions for these stakeholder groups, informed by CX expertise and covering the underwriting, education and engagement service model and identified key initiatives to be delivered.

The role will be responsible for fostering constructive relationships with industry stakeholders primarily whilst working with service providers, scheme regulators, and government bodies to ensure scheme sustainability and improved community awareness and capability.

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 Head of HBCF Engagement you will:

• Lead the design and delivery of engagement strategies and propositions utilising CX and data driven insights to define differentiated service propositions that will drive better experiences and outcomes for stakeholder groups.
• Act as an overarching Product Manager for HBCF service model.
• Collaborate with cross-functional teams to bring new propositions to life, ensuring they meet stakeholder needs.
• Influence and leverage internal offerings across education, customer support, underwriting, pricing, communications and claims management to ensure alignment of services against stakeholder needs.
• Support the design and prioritisation of Transformation, claims and service initiatives and strategies to ensure alignment with strategies
• Collaborate with the operational support teams to ensure excellent customer service and responsiveness.
• Establish performance metrics and KPIs to elevate and evaluate the success of customer engagement and product management efforts.
• Provide regular reporting and insight into performance of service providers including action plans for improvements
• Directly oversee the activities of the team which encompass product and proposition development and relationship management.
• Indirectly lead service delivery teams providing services directly or indirectly
• Drive a high performing culture aligned to our icare values and Core Capability Framework that maximises efficiency & effectiveness to support and monitor business plans in a changing environment, whilst anticipating changes in our customer's needs.
• Foster a risk-aware culture and effectively manage scheme portfolio risks.
• Build and sustain constructive relationships with industry stakeholders, service providers, advocacy groups and Government bodies to deliver positive scheme outcomes.
• Ensure scheme sustainability by understanding the statutory landscape and identifying opportunities that will improve outcomes for builders and homeowners.
• Stay informed on industry trends, regulatory changes, and emerging issues that may impact HBCF
• Ensure compliance with relevant governing legislation and regulatory obligations related to HBCF

Skills & Experience

• Tertiary qualification in Business, Finance, Commerce, or a related field.
• At minimum of 10 years of commercial experience
• A minimum 5 years' experience in related roles
• Demonstrated capabilities include
• Strong relationships with external stakeholders
• Strong leadership and team management skills, with the ability to build and motivate high-performing teams.
• Excellent analytical, problem-solving, and decision-making abilities.
• Exceptional communication and interpersonal skills for effective collaboration with internal and external stakeholders.
• Previous experience in engagement or consumer advocacy role
• Previous experience/ knowledge of building and construction industry
• Previous experience in "agile" ways of working including "product management" type positions
• Multi-functional experience across one or more functions such as Claims, Underwriting, Pricing, Customer Service, Complaint Management, Policy
• Preference for experience in one or more of the following disciplines:
• Product management
• Relationship Management
• Customer experience design and delivery
• Policy and stakeholder management
• Pre-Employment Checks

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.

• 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.