Head Of Home Claims Operations

2 weeks ago

North Lakes, Queensland, Australia Budget Direct Full time
Looking to advance your career in Home Claims or explore the dynamic field of Insurance? Take on this rewarding leadership opportunity with one of Australia's fastest-growing insurers 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 managers, team leaders, and consultants to deliver cost-effective claim outcomes while maintaining exceptional service standards.
Key Accountabilities: Coach & mentor your team, build relationships, set goals, provide feedback, and foster learning to create a high-performance, high-integrity culture.
Guide your team while engaging in strategic planning, procurement, contract management, negotiations, and policy adherence.
Support the GM Home Claims Management and Operations to achieve annual business plans, setting clear directions aligned with organizational strategy.
Set objectives, manage work impacting business results, and develop systems to monitor contract deliverables, service levels, and outcomes.
Establish reporting routines to track business performance, analytics, and continuous improvement initiatives.
Oversee system design components and change management implementations for home claims processes.
Implement initiatives to enhance organizational agility, scalability, and change navigation.
Collaborate across departments to resolve systemic issues, improve the customer journey, and implement process improvements.
Identify opportunities to increase digital engagement and develop strategies to leverage digital channels.
Manage supplier relationships and develop strategies for network growth and sustainability.
Drive industry best practices in contract management, ensuring controls and sound commercial judgment.
What experience you'll bring: Tertiary qualification or equivalent experience in a relevant discipline.
Leadership experience in procurement, complaints, service recovery, or vulnerable customer care, preferably within Home Claims or Insurance.
Strong systemic thinking, root cause analysis, and systemic improvement experience.
Relationship building, stakeholder engagement, and influencing skills, especially with senior audiences.
Passion for service transformation, customer advocacy, and supporting vulnerable communities.
Experience in continuous improvement with a risk-aware mindset, challenging the status quo.
Agility in responding to evolving customer, legal, and media pressures.
Excellent written communication and storytelling skills.
High emotional intelligence and transformational leadership qualities.
Knowledge of relevant laws and regulations like Australian Consumer Law and Privacy Act.
Additional Information: Auto & General (A&G) is a leading Motor and Home insurer in Australia, providing a range of insurance products through brands like Budget Direct, with partnerships including ING, Qantas, and Virgin Money.
We offer a comprehensive range of insurance solutions to protect customers' valued possessions and provide roadside assistance.
Note: This job posting is active.
Salary details are available upon profile update and insights.
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