Performance Repair Coordination Team Leader

The role:

As our new Performance Repair Coordination Team Leader, you will drive the daily operational rhythm of the PRC function within Home Commercial. You'll translate portfolio data, ageing claims and SLA exceptions into decisive action - allocating work, coaching PRCs, and keeping builders and internal stakeholders aligned to restore repair momentum. You'll own execution quality and escalation discipline, while supporting builder accountability and broader commercial governance led by the PRM.

Brief Description

As our new Performance Repair Coordination Team Leader, you will drive the daily operational rhythm of the PRC function within Home Commercial. You'll translate portfolio data, ageing claims and SLA exceptions into decisive action - allocating work, coaching PRCs, and keeping builders and internal stakeholders aligned to restore repair momentum. You'll own execution quality and escalation discipline, while supporting builder accountability and broader commercial governance led by the PRM.

Key Accountabilities

Team Leadership & Capability

• Lead, coach and develop PRCs through clear operating rhythms, measurable expectations and timely feedback to drive consistent, high-quality execution
• Build a high-performance, accountable team culture aligned to the A&G Way

Portfolio Control & Repair Momentum

• Own team-level visibility of delayed, at-risk and ageing repairs, directing prioritisation based on customer impact, SLA risk and commercial exposure Ensure PRCs maintain clear improvement actions and committed next steps, intervening where blockers require coordinated or cross-functional resolution

Builder Partner Execution

• Ensure batch packs, action lists and operating cadences are consistently issued and actively managed, holding builders to agreed response and milestone expectations Coordinate targeted recovery activity and elevate persistent non-response or repeat failure through the agreed governance pathway

Governance, Escalation & Stakeholder Leadership

• Act as the primary operational escalation point across PRCs, builders and internal teams, distinguishing tactical blockers from matters requiring PRM or commercial intervention
• Provide PRMs and Commercial leaders with concise evidence, risk assessment and recommended actions to support governance decisions

Performance Insight & Operating Model Discipline

• Maintain accurate reporting on repair momentum, delays, builder responsiveness and outcomes, identifying systemic bottlenecks and recurring failure patterns
• Embed compliance with the Home operating model, severity framework and contracted service expectations

What Experience You’ll Bring

• Demonstrated people leadership experience, including coaching, workload management, performance feedback and capability development
• Experience in home claims, insurance building, repair coordination, supplier performance or high-volume service operations, preferred
• Strong practical understanding of the insurance repair lifecycle, key milestones, builder obligations, common failure points and the ability to manage high-volume queues, ageing work and SLA recovery activity
• Strong commercial judgement, escalation discipline and the ability to separate tactical blockers from matters requiring governance intervention, including concise risk assessment and recommended actions
• Confident engaging builder partners, setting expectations, challenging avoidable delay and securing accountable commitments
• Ability to use workflow, reporting and performance data to set priorities, allocate capacity and evidence outcomes
• Strong stakeholder leadership across various levels, along with high ownership, resilience and clear communication skills
• Customer impact awareness and a demonstrated zero-detriment mindset
• Ability to lead change, embed new operating routines and sustain consistent execution across the team

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.
• 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, Coles and Qantas Insurance.

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!

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

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