Senior Claims Operations Manager

2 days ago

Sydney, New South Wales, Australia beBeeClaims Full time $107,476 - $126,563
Job Title: Claims Team Leader

The Claims Team Leader is a pivotal role within our organisation, responsible for steering a high-performing Motor Claims team.

This team is accountable for managing the full end-to-end claims lifecycle—from lodgement through to repair, recovery, and settlement.

To excel in this position, the successful candidate will possess proven experience in insurance claims, with strong knowledge of general insurance policies, claims processes, and applicable legislation and codes.

Key responsibilities include:

  • Leading, supporting, and motivating a team of Claims Controllers to achieve key performance indicators (KPIs) and operational goals.
  • Maintaining individual and team performance through clear expectation setting, regular coaching, and formal performance reviews.
  • Managing escalated matters and customer complaints, including the preparation of AFCA submissions and formal written responses.
  • Analysing team and claims performance data to identify trends, issues, and opportunities for improvement.
  • Collaborating with internal stakeholders to resolve claims issues, support cross-functional initiatives, and enhance claims processes.
  • Making critical decisions on complex claims matters, including settlement approvals and policy-based determinations, in line with regulatory and internal guidelines.
  • Providing technical guidance and mentoring to build claims decision-making and problem-solving capability within the team.
  • Ensuring compliance with regulatory obligations, legal requirements, and company policies and procedures.

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