Role Overview
The purpose of the role is to provide strategic and operational leadership to the Home Claims Management team within a moderate-severity cost pool.
This will incorporate the management of every stage of the claim from lodgement through to settlement of the invoice.
The role will require managing both the A&G; Home Contact Centre and A&G; control systems.
Key Objectives
Key objectives of the role include achieving demonstrable high-performance outcomes across customer experience, operational efficiency and effectiveness, repair cost outcomes, cost controls across the business, and an engaged and inspired workforce.
A core function of this role is to work across the A&G; business with stakeholders to deliver these outcomes, including maintaining a critical partnership with the Assessing and Commercial team responsible for defining and building the A&G; Home Claims Assessing and Network strategy, and working closely with the Operational, Performance and Control team to ensure benchmarks are maintained and improved across controls that manage the Customer, the Repair or Replacement, and the Repairer.
Leadership & Position Accountabilities
Support the GM Home Claims Management in achieving the annual Home Claims and Assessing business plans.
Lead, coach and develop a high‐performing, inclusive team that delivers high performance with high integrity.
Role model A&G; values, promote a One Team mindset and create a culture of accountability, engagement and continuous improvement.
Set transparent direction and goals aligned to organisational strategy while mentoring team members through feedback and development opportunities.
Drive business performance through reporting, analytics and operational rhythms.




Design and execute initiatives, controls, system enhancements and process improvements that improve agility, scalability and customer outcomes.
Collaborate effectively across Claims & Assessing and the broader business to resolve systemic issues and improve operational performance.
Build and maintain strong relationships with internal and external stakeholders, including suppliers, to achieve business objectives.
Ensure compliance with risk, governance, regulatory and legislative requirements while supporting commercial outcomes.
Promote Auto & General's purpose, values, ethics, sustainability, inclusivity and corporate responsibilities.
What Experience You'll Bring
Tertiary qualification in a relevant discipline and/or equivalent relevant experience.
Home Claims and/or significant Insurance Industry experience preferred.
Self‐motivated with an ability to work autonomously to manage competing priorities.
Ability to build and sustain effective relationships both internally and externally.
Exceptional interpersonal, verbal and written communication skills; and strong negotiation and influencing ability.
Demonstrated leader that has strong stakeholder engagement and influencing skills, the presence to deal at the highest levels and the drive to bring vision to reality.
An exceptional understanding of financial levers, and a high degree of commercial acumen.




The Benefits Of Working At A&G;
Be rewarded – we recognise high performance and reward our people for their hard work through bonuses and other perks.
Options for leave – life happens, so we've got volunteer days, an additional paid "ME" day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
Grow with us – we've got learning and professional development opportunities to suit everyone.
Give back – our A&G; Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
Take care of yourself – your wellbeing is important to us and our healthy mind and body hub, mental‐health support and fitness discounts will help you be your best self.
Celebrate the wins – we love sharing our successes and celebrating together – join us and you've got a ticket to our many on‐site events throughout the year, family fun days and annual celebrations.
Save money – as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
Access to A&G;'s employee reward and recognition platform, powered by Rewards Gateway – enjoy a wide range of benefits, including personalised rewards & peer‐to‐peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements – helping you feel valued every step of the way.
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📌 Head Of Moderate Home Claims (Brisbane)
🏢 Auto & General Australia
📍 Brisbane