Head of Home Claims Management

The role :

As part of our Home Claims team, you will be responsible for driving efficiency and excellence across our operational teams, providing strategic & operational leadership.

Working closely with the Home Claims leadership team and General Manager, you will lead a group of managers, team leaders, and consultants to deliver cost-effective claim outcomes while maintaining exceptional service standards for our customers.

Key Accountabilities :

Coach & mentor your team by building relationships, setting clear goals, providing feedback, and fostering learning opportunities to create a culture that continues to deliver high performance with high integrity

Provide guidance to those in your team, while engaging in high level strategic planning and training as required on best practice procurement, managing contracts, negotiations, managing suppliers and policy and procedures

Support the GM Home Claims Management and the Operations team to achieve annual Home Business Plans including setting a compelling direction and vision for achieving organisational strategy and goals, cost plans, operating expense plans and broader balanced scorecard for function

Set objectives, manage, and deliver work that has major impact on C&A and A&G business results

Develop systems and tools to monitor and manage contract deliverables, service levels and commercial outcomes

Establish a weekly & monthly executive reporting, capturing continuous improvement of business performance operating rhythms, analytics and reporting

Be accountable for the design components of the Home Claims system builds and the change management implementation

Successful design and execution of initiatives, control and system improvements that work to increase organisational agility, scalability and success in navigating change

Collaborate cross-functionally with various departments to resolve systemic issues and drive root cause remediation, preventing recurrence and improving the overall customer journey

Ensure a high level of collaboration with teams across C&A including the CDR teams, Home Leadership team, Claims Project Team and Lodgement team to ensure process improvements and operational efficiency

Identify opportunities to increase digital traffic and engagement, while developing strategies to leverage digital channels that reach new clients and enhance brand awareness

Provide oversight of supplier relationships, coordinating with the commercial team to develop new commercial relationships to right size the growing scale of our network of repairers and parts suppliers and in consultation with the relevant internal stakeholders, develop and implement appropriate supplier management strategies that result in the company’s overall objectives being met

Drive Industry best in class contract management, with a focus on controls enabling long term sustainability to the business, while applying sound commercial judgement around contractual terms and conditions

What experience you’ll bring :

Tertiary qualification in a relevant discipline and / or equivalent relevant experience

Strong leadership experience in either strategic procurement, complaints, service recovery, and vulnerable customer care, with a proven ability to lead and motivate teams in high-pressure environments and experience in Home Claims or significant Insurance Industry experience

Deep systems thinking and advanced root cause problem-solving capability, with a track record of driving systemic improvements

Ability to build & sustain effective relationships and create a proven stakeholder engagement experience, with the ability to influence senior audiences and manage sensitive communications

Passion for service transformation, customer advocacy, and supporting vulnerable communities

Demonstrated experience in a continuous improvement role with a risk-aware mindset and the ability to challenge the status quo and deliver compliance-safe improvements

Agile and responsive to evolving customer, legal, and media pressures

Strong written communication and storytelling skills, with the ability to distil complex insights and influence senior audiences effectively.

A resilient, values-driven leader with high emotional intelligence and a transformational mindset

Knowledge of relevant consumer protection laws, industry regulations, and privacy legislation applicable to customer interactions (e.g., Australian Consumer Law, Privacy Act)

Exceptional interpersonal skills and strong negotiation & influencing ability

An exceptional understanding of financial levers, and a high degree of commercial acumen

Our perks :

Location : North Lakes - Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side’s best retail outlets, restaurants and other amenities. This role is an in-office role.

Options for extra leave - Enjoy additional leave days on us! You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year and benefit from flexible work arrangements

Paid parental leave - We support our new parents with paid parental leave and other benefits.

Award Winning Workplace Giving Program - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities.

Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.

Employee discount - You’ll receive discounts on Budget Direct insurance products.

Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.

Onsite facilities - There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.

Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.

Perks App - Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas.

About us

Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We provide insurance products and solutions to safeguard a brighter future for our customers, delivered through our multi award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Virgin Money.

Our range of general insurance products protect customer’s most valued possessions on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.

Our culture of ‘high performance with high integrity’ underpins our values and the way we interact with our customers, the community and each other. We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

• A note from Auto & General to recruitment agencies : We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.