Claims Operations Specialist

IAG; City of Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Superannuation 13%

Annual leave 20 days + 5 MyLeave

Work from home flexibility

Insurance discounts

Parental leave 20 weeks

Learning opportunities via LinkedIn /I

Secondment options

IAG Academy access

Job summary

IAG is seeking a Claims Operations Support to turn data into insights that improve customer outcomes and business performance. You will partner with PRI and Liability Claims to deliver reports, dashboards and automation across multiple locations in Australia and New Zealand.

The role is a permanent full-time position based in Gadigal Country (Darling Park, Sydney) or Naarm (Melbourne) or Meanjin (Brisbane), with work-from-home options and flexible arrangements.

Qualifications

• Experience in project management, operational delivery or data-driven environments.
• Strong analytical, interpretation and problem-solving skills.
• Experience reporting operational performance data to inform decisions.
• Familiarity with claims workflows and performance metrics.
• Excellent attention to detail and ability to manage multiple priorities.
• Strong stakeholder engagement and written/verbal communication skills.

Responsibilities

• Develop and deliver meaningful performance reporting and insights.
• Analyse claims and telephony performance data to identify trends and actions.
• Create dashboards and reporting tools for leaders and stakeholders.
• Lead and support projects and business improvement initiatives.
• Partner with claims leaders to drive continuous improvement.
• Contribute to automation and AI-enabled initiatives for reporting.
• Support governance, controls and process documentation.
• Promote risk management practices within the team.

Skills

Project management

Operational delivery

Business improvement

Data analysis

Stakeholder engagement

Communication

Attention to detail

Problem solving

Job description

At IAG, we’re ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.

Ready to turn data into better outcomes?

Bring your analytical mindset, operational expertise and passion for making things better to a role where your work directly influences business performance and customer outcomes. As Claims Operations Support, you'll partner closely with leaders across PRI and Liability Claims to turn complex data into meaningful insights, identify opportunities for improvement and help drive operational excellence. From performance reporting and project delivery to process improvements and emerging technologies, you'll play an important role in helping the team make informed decisions and deliver better outcomes for our customers every day.

This is a permanent full-time role based in Gadigal Country (Darling Park 2, Sydney), Naarm (Melbourne) or Meanjin (Brisbane).

What You'll Do

• Develop and deliver meaningful performance reporting and insights that support operational priorities and strategic decision making.
• Analyse claims and telephony performance data to identify trends, risks, opportunities and improvement actions.
• Create dashboards and reporting tools that provide timely, actionable insights to leaders and stakeholders.
• Lead and support projects and business improvement initiatives that enhance operational efficiency and customer outcomes.
• Partner with claims leaders and business stakeholders to drive continuous improvement and evidence-based decision making.
• Contribute to automation and AI-enabled initiatives that simplify reporting and optimise operational processes.
• Support governance, operational controls, and process documentation to ensure efficient day-to-day operations.
• Promote sound risk management practices and help embed a strong risk culture across the team.

What You'll Bring

• Experience in project management, operational delivery, business improvement or data-driven environments.
• Strong analytical, interpretation and problem-solving skills with the ability to translate data into meaningful insights.
• Experience collecting, analysing and reporting operational performance data to inform business decisions and identify trends, opportunities and operational improvements.
• Familiarity with claims workflows and telephony performance metrics, with the ability to apply insights to enhance operational outcomes.
• Excellent attention to detail and the ability to manage multiple priorities in a complex environment.
• Strong stakeholder engagement, influencing and relationship management skills.
• Confident written and verbal communication skills with the ability to present insights and recommendations clearly.
• Claims experience is highly regarded, particularly within Casualty Claims, however candidates with transferable experience in operations, analytics, business improvement or financial services are encouraged to apply.

What We Offer

• Boosted superannuation with 13% as standard.
• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).
• Work from home and many more flexibility options with myFlex.
• Up to 50% off personal insurance, including home and motor insurance.
• Partner discounts on private health insurance, tech & appliances, and many more.
• Industry-leading 20 weeks paid parental leave.
• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.
• employment type eligibility criteria apply

Applications close: Friday 16 October 2026 11:59PM AEST

Adjustments and Support

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to [e-mail] for a confidential conversation.

More About Us

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.