Claims Operations Manager

HDI Global SE; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

HDI Global SE Australia is seeking an experienced Claims Operations Manager to lead the end-to-end operational delivery for the Australian Claims function. You will integrate processes, data, reporting, and governance to ensure consistent, compliant performance across the business.

The role focuses on operational leadership rather than technical claims management, collaborating with Claims, Governance, and Head Office to translate priorities into practical, sustainable outcomes.

Qualifications

• Extensive leadership experience in regulated environments.
• Proven ability to deliver complex operational projects.
• Experience in workflow optimisation and controls.
• Strong MI, data quality and reporting knowledge.

Responsibilities

• Own and optimise end-to-end operational processes for the Claims function.
• Improve workflow efficiency across Claims teams.
• Collaborate with Claims Managers to remove bottlenecks.
• Lead projects spanning vendor management, digital workflows, automation, and controls.
• Ensure accuracy and timeliness of management information and reporting.
• Strengthen data integrity across claims systems and reporting platforms.
• Oversee the complaints handling framework for compliant outcomes.
• Lead root-cause analysis and drive improvements.
• Embed governance and regulatory compliance within operations.
• Coordinate with Claims, Governance, vendors and Head Office to drive projects to completion.
• Provide leadership reducing operational noise for senior stakeholders.

Skills

Operational leadership

Project delivery

Workflow optimisation

Data quality & reporting

Stakeholder management

Influence without authority

Education

Advanced degree or professional qualification

Job description

Are you an experienced operations leader who thrives on improving processes, delivering complex projects and creating clarity across a fast-moving business? This is an opportunity to play a pivotal role in strengthening the operational performance of HDI Global’s Claims function across Australia.

As our Claims Operations Manager, you will lead the operational delivery engine that supports our Claims teams. You will bring together process, systems, data, reporting, vendor partnerships, controls and customer outcomes to ensure the function operates effectively, consistently and in line with regulatory expectations.

This is an operational leadership role rather than a technical claims portfolio position. You will work across Claims, Governance and Head Office stakeholders to turn priorities into practical, sustainable outcomes.

What you will do

• Own and optimise end-to-end operational processes supporting the Claims function.
• Improve workflow efficiency, throughput and operational discipline across Claims teams.
• Partner with Claims Managers to resolve bottlenecks and embed sustainable improvements.
• Lead local and Head Office projects spanning vendor management, fraud and subrogation uplift, digital workflows, automation, system enhancements and operational controls.
• Own the accuracy, timeliness and quality of Claims management information and reporting.
• Strengthen data integrity across claims systems and reporting platforms, leading remediation where required.
• Oversee the complaints handling framework and support timely, accurate and compliant customer outcomes.
• Lead root-cause analysis and translate findings into meaningful operational improvements.
• Implement and embed operational controls, remediate governance findings and support compliance with AFSL obligations, internal policies and regulatory expectations.
• Coordinate across Claims, Governance, vendors and Head Office to drive projects through to completion.
• Provide clear leadership, structure and operational momentum while reducing operational noise for senior stakeholders.

What you will bring

• Strong operational leadership experience within insurance, financial services or another regulated environment.
• A proven ability to lead and deliver complex operational projects.
• Experience in workflow optimisation, process improvement and operational controls.
• Strong capability across management information, data quality and reporting frameworks.
• An understanding of complaints handling frameworks and customer outcome obligations.
• Excellent stakeholder management and communication skills.
• The ability to influence across multiple teams and drive outcomes without relying on direct authority.
• An advanced degree or relevant professional qualification, together with senior-level membership of an appropriate industry association.

It would be advantageous if you also have

• Claims operations experience within general insurance or specialty lines.
• Exposure to AFSL, APRA or comparable regulatory frameworks.
• Experience working with third-party administrators, vendors or outsourced claims partners.
• Experience delivering global or Head Office-led operational initiatives.

About HDI Global

HDI Global in Australia is represented by HDI Global SE, Australia and HDI Global Specialty SE – Australia. Headquartered in Sydney, with offices in Melbourne, Brisbane, Perth, Adelaide and New Zealand, our locally empowered teams provide commercial, flexible and innovative insurance solutions across a broad range of general and specialty lines.

HDI Global SE is Germany’s leading industrial insurer and has supported companies in Australia and New Zealand since 1995. Through its international network, the business operates in more than 175 countries. HDI Global Specialty SE brings together the Talanx Group’s specialty expertise and global reach, providing a strong platform for specialist insurance solutions.

You will have the opportunity to shape how a critical business function operates, lead meaningful change and work with senior stakeholders locally and globally. If you are a pragmatic, collaborative leader who brings structure, accountability and follow-through, we would like to hear from you.