Technical Claims Manager

CHU Underwriting Agencies; Sydney; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid work model

Annual bonus scheme

Employer matched superannuation

Paid parental leave (18 weeks)

Volunteer day

Health and wellbeing initiatives

Study assistance and study leave

Job summary

CHU Underwriting Agencies in Sydney, Australia, seeks an experienced Claims Manager to lead national major loss operations and deliver concierge-level service in a hybrid environment.

You will drive transformation across the claims function, manage dispersed teams, and partner with underwriting and other units to improve processes while ensuring regulatory and service standards are met. ANZIIF Cert IV is preferred.

Qualifications

• Extensive general insurance and complex claims experience.
• Proven leadership across dispersed teams and strong people skills.
• Analytical mindset with good problem-solving and workflow management.

Responsibilities

• Lead national major loss operations and ensure KPIs and high-quality service.
• Manage team performance including recruitment, coaching and audits.
• Drive transformation and strategic initiatives within claims.
• Collaborate with underwriting, liability and other units.
• Oversee technical claims management and handle escalations.

Skills

General insurance

Leadership

Negotiation

Customer service

Stakeholder management

Education

ANZIIF Cert IV (preferred)

Job description

We're Australia’s first and leading Strata Underwriting agency, with a commitment to leading the way in our industry, through focusing on Artificial Intelligence & Technology, Diversity & Inclusion and Environmental Sustainability. A career at CHU is a career of opporCHUnity. The opportunity to create, innovate and grow. When you join our team, you’re joining an industry leader with a track record for putting our people and our customers first. Despite being in 5 different locations across Australia, our leading hybrid working model and technology enables our people to be close-knit and connected.

CHU is part of the Steadfast Group; a top 200 ASX-listed company with $9.8 billion in total billings. As the market leader we protect over 100,000 residential strata properties across Australia, with almost half a trillion value insured. We are multi-award winners: back-to-back winners of the Underwriting Agency of the Year Award 2021-2023 & Claims Team of the Year 2024, plus Excellent in Environment, Social and Governance Change winners for 2024. We are proud to be an award-winning underwriting agency and our goal is to continue to put people, planet, partnership and prosperity at the heart of what we do.

About the Role

When you join CHU, you will join a friendly and supportive team who are committed to your wellbeing and engagement. We want you to enjoy your work each day and derive satisfaction from being part of a collaborative organisation and culture.

To support and reward you, we offer:

• Work where suits you best - we are proud of our leading, inclusive and flexible hybrid work model
• Real connection and interaction - we offer regular Company wide team & ConnecCHUn Days
• Hard work deserves recognition - competitive salary packaging and annual bonus scheme
• Grow your future savings - employer matched superannuation contributions
• Take the stress out of the unexpected – access up to 4 extra flexible paid leave days for life’s ups and downs
• Celebrate the joy of parenthood - 18 weeks paid parental leave
• We support your charitable work - access to a paid volunteer day each year
• Cut your monthly costs - paid SCI, Life Insurance and Travel Insurance
• Grow with us - professional development and study assistance and study leave
• Support when you need it most - extensive health and wellbeing initiatives
• Diversify your experience - Work and Travel Adventure Program, Career Breaks
• Family first - CHU are accredited as a Family Inclusive Workplace 2022/28
• You can be you - CHU are recognised as an Inclusive Employer 2025/28 by the Diversity Council Australia

For further information, head to the benefits section of our careers page.

Responsibilities

This role is accountable for delivering CHU’s claims service within a professional and progressive environment, ensuring an exceptional customer experience. It requires a strategically minded and highly experienced claims manager with strong insurance expertise, proven leadership capability, excellent communication, and advanced negotiation and dispute‑resolution skills. Working closely with Claims Team Leaders and Senior Leaders, and reporting to the Head of Claims, the role plays a critical part in leading CHU’s claims proposition and maintaining market‑leading service standards. We are open to a flexible state location for this role.

Day to day you will:

• Lead national major loss operations, ensuring delivery of KPIs, workflow optimisation and high-quality “Concierge” claims service in line with company standards and GICOP.
• Manage team performance and development, including recruitment, coaching, mentoring, resource allocation and conducting regular audits and reviews.
• Drive transformation, process improvement and strategic initiatives across the claims function, supporting the Head of Claims on key projects.
• Provide strong internal and external leadership, collaborating effectively with underwriting, attritional claims, liability, IDR and other business units.
• Oversee technical claims management, triage and SLA performance, providing specialist advice where required and managing first‑tier customer complaints.
• Assess and influence changes to products, services and operational practices in response to customer expectations, strategy shifts, legislation, environmental factors and technology.

Qualifications

We'd love to meet you especially if you can talk to us about your:

• Extensive general insurance and complex/catastrophe claims experience, with strong operational and service‑quality knowledge.
• Proven leadership across dispersed teams, with the ability to build and maintain high‑performing, highly engaged teams.
• Strong analytical, problem‑solving and organisational capability, including effective management of systems, controls and workflows.
• Experienced in working with key industry stakeholders such as assessors, repairers, brokers and strata managers.
• Understanding of reinsurance, risk transfer and authority limit impacts; ANZIIF Cert IV preferred but not essential.

Equal Opportunity Statement

We are committed to diversity and inclusivity.