Frontline Claims Manager

Work Type : Full Time

Location : QLD
- Extra Paid 'Me' Day
- Extended variety of employee discounts
- Energetic Team Culture

**About us**

At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.

**The role**

As Frontline Motor Claims Manager you will drive the strategic direction of control within Motor Claims through optimizing performance and continued development of processes and capabilities to meet the ever-changing customer and regulatory landscape.
Key success criteria include:

- Leadership and delivery across claims cost management, customer outcomes, productivity and genuine team engagement.
- Play a pivotal role in continuing to develop a scalable claims management business
- Continue to mature leadership capability and control systems
- Join a team with a deep and unwavering focus on self-direction and business performance
- Contribute to the Claims and Assessing Cost Pools, Controls and Value Chain;
- Develop strategies and initiatives to deliver continual improvements across the Motor Claims business relative to customer and employee engagement, reporting and systems.
- Work with the greater Claims Operations Management team to develop well defined control systems that produce business outcomes that are; Replicable, Predictable, Measurable and scalable.
- Continue to nurture a high performing and engaged workforce promoting a culture of “one team” across three sites;
- Coordinate the induction and ongoing coaching and training of new Team Leaders and support the successful induction of new Team members.
- Work to increase organisational agility, scalability and success in navigating change
- Advocate Application and development of the Motor Claims Operating Model;
- Maintain the integrity of the Motor Claims operating model by Driving continued strategic enhancements, understanding and adherence.
- Lead the Motor Claims Operational teams to deliver optimal claims cost outcomes, high level customer service in a strong control environment;
- Drive continued high performance across all aspects of the Motor Claims business with focus on the business strategy, key performance indicators and team capabilities.

Provide support and assistance for escalated customer queries and complaints, and cases referred to AFCA.

**What experience you’ll bring**
- Formal qualifications in a relevant area (Communications or Business), or equivalent relevant experience in a high volume inbound and outbound call centre environment.
- Leadership and management experience commensurate with 4-5+ years in a mid-senior level leadership role within a comparative organisational environment.
- Strong working knowledge of Motor insurance and claims relative to applicable legislation, processes and industry best practice.
- Demonstrated ability to develop and deliver operating plans to achieve KPIs.
- Demonstrated ability to effectively lead, engage and develop others.

**Our perks**
- **Location** - This role is based at our North Lakes office - a convenient location close to local retail, restaurants and other amenities.
- **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.
- **Perks App**:

- Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas. **_(PERM ONLY)_**

**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 r