Claims Operations Leader: Process Excellence & Compliance

HDI Global SE; Sydney; On-site; AUD 140,000 - 190,000; Full time

Job summary

HDI Global in Australia is seeking a Claims Operations Manager to lead the end-to-end operational delivery for the Claims function across Australia. You will coordinate process, data, reporting, vendor partnerships and controls to ensure compliant, efficient customer outcomes.

You will drive improvements, manage cross-functional projects with Claims, Governance and Head Office, and build structure and momentum while reducing operational noise for senior stakeholders.

Qualifications

• Strong operational leadership experience in regulated environments such as insurance or financial services.
• Proven ability to lead and deliver complex operational projects.
• Experience with workflow optimisation and implementing operational controls.
• Solid management information, data quality and reporting capabilities.
• Understanding of complaints handling frameworks and customer outcomes.
• Excellent stakeholder management and persuasive communication across teams.

Responsibilities

• Own and optimise end-to-end operational processes supporting the Claims function.
• Improve workflow efficiency, throughput and discipline across Claims teams.
• Partner with Claims Managers to resolve bottlenecks and embed improvements.
• Lead local and Head Office projects involving vendors, digital workflows and system enhancements.
• Ensure accuracy, timeliness and quality of Claims information and reporting.
• Strengthen data integrity across claims systems and reporting platforms.
• Oversee the complaints handling framework and drive compliant customer outcomes.
• Lead root-cause analysis and translate findings into improvements.
• Implement operational controls and remediation of governance findings for regulatory compliance.
• Coordinate across Claims, Governance, vendors and Head Office to drive projects to completion.

Skills

Operational leadership

Project delivery

Workflow optimisation

Data quality

MI/reporting

Stakeholder management

Influence without authority

Education

Advanced degree or professional qualification

Senior industry association membership

Job description

HDI Global in Australia is seeking a Claims Operations Manager to lead the end-to-end operational delivery for the Claims function across Australia. You will coordinate process, data, reporting, vendor partnerships and controls to ensure compliant, efficient customer outcomes.

You will drive improvements, manage cross-functional projects with Claims, Governance and Head Office, and build structure and momentum while reducing operational noise for senior stakeholders.