Salary: $120,000 – $180,000

Remote: Hybrid

Role OverviewBased in our Hawthorn East office, the Manager, Claims Operations is responsible for overseeing the claims journey to ensure the procedure is handled efficiently, accurately, and in a manner that protects the interests of the insured parties while also providing satisfactory customer service from all levels of escalation. This position will be responsible for the management and performance of the offshore and onshore Claims areas across the assigned client portfolios ensuring the highest standard of customer service is delivered and claims are managed in the most cost effective and time efficient manner.Responsibilities- Oversee end-to-end claims operations, ensuring efficiency, consistency, and scalability, and delivering high-quality claims handling that delivers fair, timely, and consistent customer outcomes.

- Translate business priorities into clear operational plans and performance targets taking into account client contractual key performance indicators.
- Own and manage the end-to-end relationship with the respective outsourced vendor.
- Actively engage with clients to support relationship management, service delivery alignment, and performance outcomes in line with contractual expectations.
- Assist in the setting of respective vendor strategy, operating model, and service delivery frameworks.
- Assist in the negotiation and managing of commercial arrangements, including scope, cost, and performance terms.Qualifications- Significant experience in operational leadership roles.
- Demonstrated success managing large, complex service or claims programs.
- Strong client‑facing experience with exceptional stakeholder management skills.




- Experience leading and developing both direct and indirect teams.
- Solid understanding of service delivery frameworks, including SLAs, operational metrics and performance management.
- Proven ability to thrive and deliver results in complex, rapid‑changing environments.
- Exposure to outsourced and/or offshore operational models (desirable).
- Mature, professional and highly credible leader; resilient, confident, and able to navigate challenging situations with composure.
- Agile and adaptable, with the ability to respond effectively to changing priorities.
- Strong commercial acumen and sound business judgment.
- Collaborative leadership style with a focus on building high‑performing teams; skilled at balancing people, customer and business outcomes.
- Self‑sufficient and proactive, with the ability to operate independently and drive outcomes with minimal direction.Benefits- International and local mentoring programs.
- Two recharge days and a cultural day annually to support work/life balance.
- Discounted Employee Share Purchase Program.
- Diversity panels and employee resource groups.
- 10 weeks company‑paid parental leave including superannuation contributions while on unpaid leave.
- Development programs and support for higher education.
- Novated vehicle leasing.
- Volunteering leave to give back to the communities we serve.
- Hybrid work model.Equal Opportunity StatementAssurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

📌 Manager, Claims Operations (Melbourne)
🏢 Assurant
📍 Melbourne