Heads of Home Claims Management

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As part of our Home Claims team, you will be responsible for driving efficiency and excellence across our operational teams, providing strategic & operational leadership.

Working closely with the Home Claims leadership team and General Manager, you will lead a group of managers, team leaders, and consultants to deliver cost-effective claim outcomes while maintaining exceptional service standards for our customers.

Key Accountabilities:

1. Coach & mentor your team by building relationships, setting clear goals, providing feedback, and fostering learning opportunities to create a culture that continues to deliver high performance with high integrity.
2. Provide guidance to those in your team, while engaging in high-level strategic planning and training as required on best practice procurement, managing contracts, negotiations, managing suppliers, and policy and procedures.
3. Support the GM Home Claims Management and the Operations team to achieve annual Home Business Plans, including setting a compelling direction and vision for achieving organisational strategy and goals, cost plans, operating expense plans, and broader balanced scorecard for the function.
4. Set objectives, manage, and deliver work that has major impact on C&A and A&G business results.
5. Develop systems and tools to monitor and manage contract deliverables, service levels, and commercial outcomes.
6. Establish weekly & monthly executive reporting, capturing continuous improvement of business performance, operating rhythms, analytics, and reporting.
7. Be accountable for the design components of the Home Claims system builds and the change management implementation.
8. Design and execute initiatives, controls, and system improvements to increase organisational agility, scalability, and success in navigating change.
9. Collaborate cross-functionally with various departments to resolve systemic issues and drive root cause remediation, preventing recurrence, and improving the overall customer journey.
10. Ensure high collaboration with teams across C&A including CDR teams, Home Leadership team, Claims Project Team, and Lodgement team to ensure process improvements and operational efficiency.
11. Identify opportunities to increase digital traffic and engagement, and develop strategies to leverage digital channels to reach new clients and enhance brand awareness.
12. Oversee supplier relationships, coordinate with the commercial team to develop new commercial relationships, and develop and implement supplier management strategies to meet the company's objectives.
13. Drive industry best-in-class contract management, focusing on controls enabling long-term sustainability, while applying sound commercial judgement around contractual terms and conditions.

What experience you’ll bring:

1. Tertiary qualification in a relevant discipline and/or equivalent relevant experience.
2. Strong leadership experience in strategic procurement, complaints, service recovery, and vulnerable customer care, with proven ability to lead and motivate teams in high-pressure environments, preferably in Home Claims or the Insurance Industry.
3. Deep systems thinking and advanced root cause problem-solving capability, with a track record of systemic improvements.
4. Ability to build and sustain effective relationships, influence senior audiences, and manage sensitive communications.
5. Passion for service transformation, customer advocacy, and supporting vulnerable communities.
6. Experience in continuous improvement roles with a risk-aware mindset, challenging the status quo, and delivering compliance-safe improvements.
7. Agile and responsive to evolving customer, legal, and media pressures.
8. Strong communication skills, with the ability to distill complex insights and influence senior audiences.
9. A resilient, values-driven leader with high emotional intelligence and a transformational mindset.
10. Knowledge of relevant laws and regulations such as Australian Consumer Law, Privacy Act.
11. Exceptional interpersonal, negotiation, and influencing skills.

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Salary match, Number of applicants, Skills match

Insurance & Superannuation, 1,001-5,000 employees

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products through brands like Budget Direct, ING, Qantas, and Virgin Money.

Our insurance protects possessions on the road, at home, and on holiday, including Car, Motorcycle, Home, Contents, Pet, and Travel Insurance, as well as Roadside Assistance.

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