Claims Operations Manager

3 months ago

Kawana, Australia Auto & General Full time

About the Role

As Frontline Motor Claims Manager, you'll be the strategic mastermind behind our Motor Claims operation. You'll be responsible for optimising performance, developing innovative processes, and ensuring we stay ahead of the curve in a rapidly evolving customer and regulatory landscape.

Key Success Criteria:

  • Leadership: Drive a high-performing team to achieve ambitious goals.
  • Delivery: Deliver exceptional customer outcomes and cost-effective solutions.
  • Engagement: Foster a culture of collaboration and continuous improvement.

Position Accountabilities

  • 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.
  • Motor Claims Expertise: Deep understanding of Motor insurance and claims processes and regulatory landscape
  • People Person: Exceptional ability to lead, engage, and develop others.

Get to know 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.

We value a culture of High Performance with High Integrity, we call this ‘The Auto & General Way’. We believe that our organisational values are key to deliver on our purpose of ‘Giving customers smarter solutions to safeguard a brighter future’.

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.

Visit our website to find out more.

Our Perks

  • Location – The role is based at our Kawana office - a convenient location close to local retail, restaurants and other amenities.

Our head office is conveniently based in Toowong Village shopping centre – a city fringe location with access to retail, restaurants, various parking options and public transport. We have offices in North Lakes – we are happy to consider applications from people wanting to work in these locations

  • 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)

If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

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.

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