Senior Manager, Complex Care

Exciting opportunity to shape Hollard's approach to complex care
Flexible hybrid/remote working, open to candidates in NSW, VIC & QLD
Lead a specialised team who handle some of Hollard's most challenging customer situations
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 into the Head of Customer Care, this role leads the management of high-risk and high-profile customer complaints, overseeing complex cases across the entire insurance value chain, from policy inception and sales, right through to claims resolution and service delivery.
You'll take the lead in developing innovative approaches to complaint resolution, leveraging technology, data insights, and industry best practices to achieve faster, more effective outcomes whilst upholding Hollard's commitment to exceptional Customer Care.
Your direct reports will include team managers responsible for different aspects of leadership and complex complaint management including cross-functional resolution coordination. You will be accountable for developing your team's advanced negotiation, investigation, and resolution skills, ensuring they can navigate complex situations with confidence and professionalism.
The role also requires close collaboration with various stakeholders including with the CEO Office and Executive Leadership Team on high-profile matters and strategic complaint resolution.
Key Responsibilities
Lead and develop your complex care team to deliver exceptional resolution outcomes across all insurance products and services
Management of high-risk and high-profile customer complaints that require senior attention, strategic thinking, and stakeholder coordination at executive levels
Collaboration with Customer Relations team on AFCA matters, ensuring comprehensive preparation, representation, and resolution of external disputes
Cross-functional coordination with internal teams including home and motor claims, assessing, sales and service, and external service providers to ensure comprehensive investigation and resolution
Process optimisation and innovation to improve complaint resolution timeframes, customer satisfaction, and business outcomes while reducing repeat complaints
About You
Substantial management experience with a strong track record in complex complaint resolution (preferably in insurance or financial services)
Demonstrated experience in stakeholder management at executive level
Strong background in AFCA processes and external dispute resolution
Experience managing cross-functional teams and driving process improvements.
Demonstrated success in negotiation and mediation with ability to achieve mutually beneficial outcomes in challenging situations
Knowledge of insurance regulatory frameworks including Australian consumer protection laws, General Insurance Codes of Practice, and industry dispute resolution standards
Advanced analytical, problem-solving, and conflict resolution skills
Exceptional communication and influencing abilities across all levels
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.