Head of Settlements

Troocoo Pty; Brisbane; On-site; AUD 180,000 - 280,000; Full time

Job summary

Troocoo Pty is seeking a seasoned Head of Settlements to lead a large, multi-site settlements function within a growing general insurance business. The role combines strong technical motor claims expertise with strategic thinking, commercial acumen and a passion for developing high-performing teams.

You will partner with the claims leadership team to drive settlement strategies, optimise outcomes, and reduce costs and leakage while maintaining customer experience.

Qualifications

• Significant leadership experience within motor insurance claims or settlements.
• Around 10 years' leadership experience in insurance or a closely related sector.
• Strong knowledge of motor claims, settlement practices and applicable regulations.
• Experience leading leaders and large, complex operational teams.
• Proven ability to use data and metrics to drive decisions and outcomes.
• Track record of driving operational improvement and change initiatives.

Responsibilities

• Provide strategic and operational leadership across the settlements function.
• Lead and develop a multi-layered team of managers and technical professionals.
• Develop settlement strategies delivering fair, efficient, and cost-effective outcomes.
• Establish negotiation approaches with insurers and external parties.
• Monitor data, KPIs and trends to improve settlement times, accuracy, quality.
• Address claims leakage and strengthen technical standards and consistency.
• Oversee complex settlements, disputes and litigation-related matters.
• Partner with stakeholders to improve processes and adopt technology.
• Manage performance and budget to achieve business objectives.
• Build relationships across locations, including offshore operations.

Skills

Motor claims leadership

Leadership

Strategic thinking

Data-driven decisions

Stakeholder management

Process improvement

Job description

We are seeking an experienced and commercially minded Head of Settlements to lead a large-scale settlements function within an established and growing general insurance business.

This is a senior leadership opportunity for someone who combines strong technical motor claims expertise with strategic thinking, commercial acumen and a genuine passion for developing high-performing teams.

Working closely with the broader claims leadership team, you will drive effective settlement strategies, optimise claims outcomes and identify opportunities to improve processes, manage costs and minimise claims leakage across a complex, multi-site operation.

Key Responsibilities

• Provide strategic and operational leadership across the settlements function, driving performance, service delivery and commercial outcomes.
• Lead and develop a multi-layered team of managers, team leaders and technical claims professionals, fostering a collaborative, accountable and high-performing culture.
• Develop and implement settlement strategies that deliver fair, efficient and cost-effective outcomes while balancing customer experience, risk and commercial objectives.
• Establish effective negotiation approaches when working with insurers, legal representatives and other external parties.
• Monitor claims data, KPIs and performance trends to identify opportunities to improve settlement times, accuracy, quality and costs.
• Identify and address claims leakage, reviewing settlement practices and strengthening technical standards and consistency.
• Oversee complex settlements, disputes and litigation-related matters, ensuring appropriate risk management and compliance with relevant legislation and regulatory requirements.
• Partner with optimisation and operational stakeholders to improve processes, procedures and the use of automation and emerging technologies.
• Manage operational performance and budget considerations, ensuring resources are used effectively and business objectives are achieved.
• Build strong relationships across the wider claims leadership team, supporting a consistent approach across multiple locations, including offshore operations.

We are seeking an experienced and commercially minded Head of Settlements to lead a large-scale settlements function within an established and growing general insurance business.

This is a senior leadership opportunity for someone who combines strong technical motor claims expertise with strategic thinking, commercial acumen and a genuine passion for developing high-performing teams.

Working closely with the broader claims leadership team, you will drive effective settlement strategies, optimise claims outcomes and identify opportunities to improve processes, manage costs and minimise claims leakage across a complex, multi-site operation.

Key Responsibilities

• Provide strategic and operational leadership across the settlements function, driving performance, service delivery and commercial outcomes.
• Lead and develop a multi-layered team of managers, team leaders and technical claims professionals, fostering a collaborative, accountable and high-performing culture.
• Develop and implement settlement strategies that deliver fair, efficient and cost-effective outcomes while balancing customer experience, risk and commercial objectives.
• Establish effective negotiation approaches when working with insurers, legal representatives and other external parties.
• Monitor claims data, KPIs and performance trends to identify opportunities to improve settlement times, accuracy, quality and costs.
• Identify and address claims leakage, reviewing settlement practices and strengthening technical standards and consistency.
• Oversee complex settlements, disputes and litigation-related matters, ensuring appropriate risk management and compliance with relevant legislation and regulatory requirements.
• Partner with optimisation and operational stakeholders to improve processes, procedures and the use of automation and emerging technologies.
• Manage operational performance and budget considerations, ensuring resources are used effectively and business objectives are achieved.
• Build strong relationships across the wider claims leadership team, supporting a consistent approach across multiple locations, including offshore operations.

About You

• Significant leadership experience within motor insurance claims, settlements or a closely related insurance function, ideally with around 10 years' leadership experience in insurance or a comparable industry.
• Strong technical knowledge of motor insurance claims, settlement practices, relevant legislation and industry standards.
• Demonstrated experience leading leaders and managing large, complex operational teams.
• A strong understanding of claims costs, settlement negotiations, disputes and litigation, with the ability to identify and minimise claims leakage.
• Commercially astute, with experience using data and performance metrics to drive decisions and improve business outcomes.
• A track record of leading operational improvement, process optimisation and change initiatives, including the application of technology and automation.
• Excellent analytical, problem-solving and decision-making skills, with the ability to develop practical and innovative solutions.
• Strong communication, stakeholder management and influencing skills, with the ability to build effective relationships across a broad range of stakeholders.
• A collaborative and approachable leadership style, with a genuine commitment to coaching, developing and engaging teams.

The Opportunity

This is an opportunity to take ownership of a significant motor settlements function and influence both strategy and day-to-day operational performance.

You will play a key role in improving settlement outcomes, strengthening technical capability and identifying opportunities to deliver better commercial results through people, process and technology.

The ideal candidate will bring a balance of technical motor claims expertise, strong people leadership and commercial thinking, with the ability to challenge existing practices and lead continuous improvement across a complex operation.

Location: North Brisbane location, Queensland
Work arrangement: Office-based, five days per week