Head of Frontline Claims

Our Complex Claims teams are responsible for managing high-value, complex home claims, supporting customers that are navigating some of the most challenging moments in their lives. They are helping people rebuild, recover, and move forward by ensuring their claims are handled efficiently, transparently, and with genuine care.

**The role**:
As our new Head of Frontline Complex Claims, you will be providing Strategic and Operational leadership of the Home Claims Management team within Complex (Large Loss) cost pool. This will incorporate the management of every stage of the claim from lodgement through to settlement of the invoice.

A core function of this role is to work across the A&G business with stakeholders to deliver on the expected outcomes, working closely with the Assessing & Commercial team that is charged with defining and building out the A&G Home claims Assessing and Network strategy.

**Key Accountabilities**:
- Support the GM Home Claims Management to achieve the annual Home Claims and Assessing business plans- Coach & mentor your team and build strong relationships by setting clear goals, providing feedback, and fostering learning opportunities, creating culture that delivers high performance with high integrity
- Establish a weekly & monthly executive reporting, capturing continuous improvement of business performance operating rhythms, analytics and reporting
- Take accountability for designing Home Claims system builds and leading change management implementation, ensuring successful execution of initiatives, controls, and system improvements that enhance organizational agility, scalability, and adaptability to change
- Collaborate cross-functionally with departments including CDR, Home Leadership, Claims Project, and Lodgement teams to resolve systemic issues, drive root cause remediation, and implement process improvements that enhance efficiency and overall customer journey
- Co-ordinate 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
- Collaborate with internal stakeholders to develop and implement supplier management strategies that align with company objectives, while building and maintaining strong relationships with key stakeholders.

**What experience you’ll bring**:
- A demonstrated Leader with excellent stakeholder engagement & influencing skills, the presence to deal at the highest levels and the drive to bring vision to reality- Tertiary qualification in a relevant discipline and / or equivalent relevant experience- Home Claims and / or significant Insurance Industry experience preferred- Self-motivated with an ability to work autonomously to manage competing priorities- Able to build and sustain effective relationships, along with exceptional interpersonal & communication skills and a strong negotiator- 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.**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, Qan