What's the role about?

Based 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. This position is also responsible for the regular review and analysis of these areas to ensure capacity planning, compliance with regulatory (internal and external) requirements, and review of business processes and procedures – to identify improvements and efficiencies.

Benefits

- International and Local mentoring programs
- Two recharge days, and a cultural day annually to support work/life balance and celebrating what's key to you
- 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

In addition, this role will

- Oversee end-to-end claims operations, ensuring efficiency, consistency, and scalability, ensuring 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

Does this sound like you?

To be successful in this role, you will bring significant operational leadership experience with a proven track record of managing large, complex service delivery or claims‑related programs. You are a confident stakeholder manager who can build strong relationships with clients and influence outcomes across multiple levels of an organisation.

Essential Requirements

- 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, fast‑changing environments.
- Exposure to outsourced and/or offshore operational models (desirable).

Personal Attributes

- 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.
- Robust 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.

Interested?

Submit your resume and cover letter detailing your experiences and suitability for the role. The successful applicant will be subject to relevant background checks such as reference checks and a police check.

Equal Opportunity Statement

Assurant 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.

Job Scam Alert

Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam.

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📌 Manager, Claims Operations (City of Boroondara)
🏢 Assurant
📍 City of Boroondara