Head of Specialised Claims

About the Role

This is a critical leadership role responsible for the strategic and operational delivery of complex claims management services across A&G's core Motor and Motorbike product portfolios.

You will drive performance against annual business plans, design and execute initiatives that strengthen controls and systems, and build a high-performing, values-led team.

Key Responsibilities

Strategic & Operational Leadership

• Develop and deliver 12-month business plans aligned to the Claims & Assessing (C&A) divisional and broader A&G organisational strategy

• Accountable for FTE, OPEX, and achievement of annual claims cost and operating expense plans

• Identify and remediate underperformance, with accountability for impacts across a 6–12 month horizon

• Design and deliver an annual programme of operational excellence across all areas of functional accountability

Claims Management

• Oversee the efficient and effective management of high-risk claims, ensuring risks are proactively identified, managed, and mitigated

• Develop and deliver effective claims resolution strategies while maintaining the integrity of the underwriting model

• Collaborate closely with the Motor Leadership Team to ensure effectiveness of controls across Motor Claims cost pools and drive targeted outcomes across the claims management value chain

Customer & Complaints

• Lead high-level collaboration with the Customer Dispute Resolution (CDR) team on complaint management and process improvements to reduce escalation

• Ensure Level 1 complaints are managed appropriately and root causes are identified and addressed, preventing escalation to Internal Dispute Resolution

• Provide coaching and support to the Claims Department to reduce complaints and lift service standards

People & Culture

• Build and lead a high-performing team, fostering a culture of inclusion, belonging, and integrity

• Inspire and empower a work environment where employees connect their daily contributions to A&G's broader purpose

• Act as a role model for A&G values, driving commercial discipline, challenger ambition, effective risk management, and a One Team mindset

What You'll Bring

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

• Demonstrated experience in Motor Claims and/or significant general insurance industry leadership

• Proven track record in continuous improvement and operational excellence

• Strong commercial acumen with the ability to manage competing priorities autonomously

• Exceptional interpersonal, verbal, and written communication skills

• Strong negotiation and influencing capability, with the ability to build and sustain effective relationships at all levels — internally and externally

Our Perks

• Location - This role will be based in our North Lakes office.

• 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.

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

• Workplace giving - 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 discounts - 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.

About us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

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.

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.