Frontline Claims Manager

**PURPOSE OF THE ROLE**

As Frontline Claims Manager - Home you will drive the strategic direction of control within Home Claims through optimising 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

**LEADERSHIP ACCOUNTABILITIES**

As a leader at A&G, you're expected to role model our values, culture and ways of working. This involves driving high performance with high integrity, and finding solutions that mutually benefit our customers, business, employees, and suppliers. As a leader, we expect you to demonstrate commercial discipline, challenger ambition, effective risk management and a One Team mindset.

**POSITION ACCOUNTABILITIES**
- Contribute to the Claims and Assessing Cost Pools, Controls and Value Chain;- Develop strategies and initiatives to deliver continual improvements across the Home 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 Home Claims Operating Model;
- Maintain the integrity of the Home Claims operating model by driving continued strategic enhancements, understanding and adherence.
- Lead the Home 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 Home Claims business with focus on the business strategy, key performance indicators and team capabilities.
- Design and deliver rolling 12 month recruitment and talent plan;
- 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 home insurance and claims relative to applicable legislation, processes and industry best practice.
- Claims knowledge is essential.
- Demonstrated ability to develop and deliver operating plans to achieve KPIs.
- Demonstrated ability to effectively lead, engage and develop others.

**The benefits of working at A&G;**
- **Location** - This role will be based at our North Lakes Office.
- **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.

**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 partnershi