Senior Manager, Customers Experiencing Vulnerability

• Join a newly formed division and help shape how we manage CEV at Hollard
• Flexible hybrid/remote working, open to candidates in NSW, VIC & QLD
• Play a key role in ensuring high-quality support for our most vulnerable customers

About Hollard

Hollard Insurance is part of the Hollard Group of Companies and a top 5 General Insurer in Australia and New Zealand. We underwrite a broad range of general insurance products, including motor, home, contents, business, bicycle and pet, in proud partnership with some of Australia's biggest consumer brands and broker businesses. As an independent and privately owned company, we believe we can go further together – for our people, customers, communities and partners – through an innovative approach to providing insurance.

Our state-of-the-art facilities in North Sydney reflect our commitment to providing innovative workspaces that support hybrid and remote work.

About the Role

Reporting to the Head of Customer Care, the Senior Manager, Customers Experiencing Vulnerability (CEV) will play a key role in our newly formed Customer Care division. The role will be instrumental in operationalising Hollard's commitment to delivering exceptional customer outcomes, particularly those who need additional support.

You'll lead and grow a team of CEV specialists, as well as overseeing comprehensive frameworks and processes that enable our teams to identify, support, and care for our vulnerable customers.

You will be involved with creating communities of practice, training programs, and overseeing quality frameworks that ensure consistent, high-quality support for vulnerable customers.

The role will span across Sales, Service, Claims, and Complaints functions, ensuring a seamless and empathetic customer experience regardless of where vulnerability is identified in the customer journey.

Key Responsibilities

• Drive excellence in customer care, leading and developing your team to deliver exceptional outcomes
• Design and implement vulnerability frameworks and processes to uplift how we support vulnerable customers throughout their claim journey
• Problem solving and solution development for complex customer situations
• Collaboration with a wide range of stakeholder both internal and external to strengthen vulnerability support practices

About You

• Substantial management experience leading operational teams, preferably in insurance
• Extensive experience in process design and implementation for supporting Customers Experiencing Vulnerability in financial services or insurance contexts
• Strong background in customer experience design with specific focus on vulnerable customer segments and accessibility considerations
• Experience working with regulatory frameworks such as General Insurance Code of Practice or similar customer protection standards
• An analytical skillset with the ability to leverage data and customer insights to identify trends, opportunities, and measure program effectiveness
• Ability to influence stakeholders and drive change across diverse teams and functions

Working at Hollard

At Hollard, you'll discover an environment where you can truly make an impact. We offer the best of both worlds – the opportunity, agility and creativity of a company growing with scale, alongside a focus on becoming a catalyst for enduring, positive, social change.

We're a tight-knit team, where authentic voices and unique perspectives matter. We work supportively, collaboratively and inclusively to help shape our future and create shared value for our communities.

Hollard proudly promotes flexible work including remote work, non-traditional work patterns, and work-family balance. We're also unapologetically committed to creating a workplace that values your diversity with a true sense of inclusion.  We actively seek to hire for your different lived experiences, including as it relates to disability, ethnicity, faith, Aboriginal and Torres Strait Islander Peoples, gender diversity, sexual orientation, age, neurodiversity.

We're building something special. Working closely with our industry partners to reshape insurance for the better, we're people changing insurance.

Please note:

Even if you don't meet all our selection criteria, we encourage you to apply.

A full background check will be completed on the successful applicant.

Visit the Hollard careers page to learn about how Hollard will collect, store and handle your personal information.

We are NOT engaging Recruitment Agencies for this role and ask agencies to respect our policy of no unsolicited contact regarding advertised vacancies.