Head of Specialist Claims

Hollard Insurance Company; North Sydney Council; Hybrid; AUD 180,000 - 240,000; Full time

Job summary

Hollard is seeking a Head of Specialist Claims in Sydney to lead performance, strategic direction, and regulatory compliance across Commercial, Agency and Broker Claims. You will manage a team of specialists, delivering best-in-class customer and broker experiences while driving cost efficiency and process improvements.

As a member of the Operations Leadership Team, you will partner with Distribution, Product, Pricing and Finance to ensure claims strategy aligns with broader business objectives

Qualifications

• Senior claims leadership experience in general insurance.
• Experience leading specialist claims across multiple channels.

Responsibilities

• Oversee performance of Specialist Claims portfolio through KPIs.
• Redesign end-to-end claims experience across Commercial, Agency and Broker Claims.
• Ensure regulatory compliance and risk management, including Code of Practice and APRA/ASIC obligations.
• Lead and develop a high-performing claims team with customer focus.
• Manage budgets, reserves and workforce planning across claims functions.
• Shape the future of regulation and influence industry direction.

Skills

Claims leadership

Strategic planning

Regulatory compliance

Budget management

Team leadership

Job description

Lead specialist claims with strategic vision across a multi‑brand environment

Champion innovation and drive improvement across Commercial, Agency and Broker Claims

Opportunity to work with one of Australia's largest general insurers

• Lead specialist claims with strategic vision across a multi‑brand environment

• Champion innovation and drive improvement across Commercial, Agency and Broker Claims

• Opportunity to work with one of Australia's largest general insurers

About Hollard

Hollard Insurance is part of the Hollard Group of Companies and a top 5 General Insurer in Australia and New Zealand. We underwrite a broad range of general insurance products, including motor, home, contents, business, bicycle and pet, in proud partnership with some of Australia's biggest consumer brands and broker businesses. As an independent and privately owned company, we believe we can go further together -- for our people, customers, communities and partners -- through an innovative approach to providing insurance.

Our state-of-the-art facilities in North Sydney reflect our commitment to providing innovative workspaces that support hybrid and remote work.

About the Role

The Head of Specialist Claims leads the performance, strategic direction, and regulatory compliance of specialist claims at Hollard, spanning Commercial Claims, Agency Claims, Broker Claims, Claims Workforce Planning and Fraud and Investigations.

As a senior member of the Operations Leadership Team, this role manages a team of claims specialists to deliver best-in‑industry customer and broker experiences across partner brands, while driving continuous improvement in cost efficiency, supply chain performance, and customer experience. Partnering closely with Distribution, Product, Pricing, and Finance, the role ensures claims strategy supports broader business objectives and represents claims in executive forums.

Key Responsibilities

• Overall performance of the Specialist Claims portfolio and results through KPIs, including customer and broker experience, satisfaction and NPS improvements for partner brands.

• Lead the strategic redesign of end-to-end claims experience across Commercial, Agency and Broker Claims, from supply chain through to digital processing and partner integration.

• Ensure regulatory compliance and risk management across all claims functions, including Code of Practice, APRA/ASIC obligations, and fraud prevention and investigation.

• Lead and develop a high‑performing claims team, embedding strong risk judgement, emotional intelligence and a customer‑centred approach, including support for vulnerable customers.

• Manage claims budgets, reserves and workforce planning across all claims functions, ensuring right capacity, capability and resourcing to meet demand.

• Shape the future of regulation - actively influencing industry direction and helping define it, not just responding to change.

About You

• Substantial relevant management experience in general insurance, including demonstrated experience in senior claims leadership and specialist claims functions.

• Demonstrated experience managing end-to-end specialist claims processes across Commercial, Agency or Broker Claims within a regulated environment.

• Significant experience leading large operational teams and managing large programs of work across multi‑disciplinary teams.

• Strong commercial and technical acumen, with the ability to interpret policy, claims, and market data to inform strategic decisions.

• Experience managing partner and brand relationships within a multi‑brand or underwriting environment.

• Track record of leading process improvements, fraud and investigations functions, or supply chain innovations at scale.

Working at Hollard

At Hollard, you'll discover an environment where you can truly make an impact. We offer the best of both worlds -- the opportunity, agility and creativity of a company growing with scale, alongside a focus on becoming a catalyst for enduring, positive, social change.

We're a tight‑knit team, where authentic voices and unique perspectives matter. We work supportively, collaboratively and inclusively to help shape our future and create shared value for our communities.

Hollard proudly promotes flexible work including remote work, non‑traditional work patterns, and work-family balance. We're also unapologetically committed to creating a workplace that values your diversity with a true sense of inclusion. We actively seek to hire for your different lived experiences, including as it relates to disability, ethnicity, faith, Aboriginal and Torres Strait Islander Peoples, gender diversity, sexual orientation, age, neurodiversity.

We're building something special. Working closely with our industry partners to reshape insurance for the better, we're people changing insurance.

Please note:

A full background check will be completed on the successful applicant.

Visit the Hollard careers page to learn about how Hollard will collect, store and handle your personal information.