Head of National Assessing Operations

Brief Description
The role
The Head of National Operations Assessing is accountable for designing the assessing control model and delivering national services including, technical training and event management.

• Average Repair Cost Customer Satisfaction (NPS) Compliance.
• Repair Duration Complaints.

People Leadership

• Commercial Acumen – Our leaders create an operational setting that delivers high growth and wealth creation opportunities.
• Manage Complexity – Our leaders continuously improve an operating rhythm that intertwines People, Process and Systems to deliver high fidelity Customer, Employee and Business Experience.
• Execution Excellence - Our leaders accelerate delivery and eliminate rework through disciplined execution, agility and clear KPIs.
• Develops People - Our leaders develop, foster and embed new and successful capabilities to create sustainable growth.
• Engages our People - Our leaders explain the why on our unique culture and clearly link each team member's individual actions to the success of the company.
• Drives Our Aspirations Culture - Our leaders embed our distinctive High Performance with High Integrity culture with absolute expectations on Accountability and Transparency.

Business Function

• Contribution to the development of the Motor Claims strategic plan.
• Design the Motor Assessing control systems to maximise performance, support scalability and address root cause of issues identified.
• Deliver against the Motor Assessing Operational Expense Plan.
• Maintain control and effectiveness of assessing partnerships through support and ongoing oversight to ensure deliver against A&G control system.
• Maintain effectiveness of Solera contract and relationship, with key focus on driving improvements and root cause system enhancements.
• Design and delivery of assessing control for event management.
• Ensuring compliance with relevant legislative & regulatory requirements including industry codes.
• Design and deliver technical training and provision of toolkits to support ongoing capability build.
• Maintaining strong engagement across all levels of the leadership team from frontline leader to the executive team.
• Identifying opportunity for continuous improvement (people, process & technology).
• Drive improved productivity and capability of workforce across business function.

Qualifications & Experience

• Minimum 5 years Senior leadership experience, preferably within Financial Services, including multi-site management.
• Proven ability to understand customer feedback and address root cause by balancing CX, SX, EX and BX requirements.
• Excellent knowledge of Repair Methods (OEM & Thatcham/ Escribe) and AQA/Leakage measurement methodology.
• Demonstrated customer experience skills.
• Proven ability to lead and influence teams through transformational change, including interstate based business centres.
• Excellent relationship-building skills that engages stakeholders across the entire organisation.
• Experience in strategic planning, facilitation, liaison, time management and team organisation.
• Advanced reporting/analysis skills.
• Strong oral and written communication skills.
• Proven negotiation skills.

The Benefits Of Working At A&G

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we've got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
• Access to A&G's employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

About Us
Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer If this sounds like you, apply today.

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 responsible for any fees related to unsolicited resumes.