Lead a high-performing Claims Assist team and drive exceptional customer outcomes

We're looking for an experienced people leader with a strong background in insurance claims and contact centre operations to lead our Claims Assist team. Reporting to the Head of Claims Operations, you'll oversee claims lodgement and enquiries, drive service excellence, and lead a team of Claims Assist Team Leaders to achieve customer, quality and performance outcomes.

As a key leader within Claims & Service, you'll build team capability, improve operational performance, optimise workflows and enhance the customer experience, while ensuring compliance with industry and regulatory obligations.

About the Role

Reporting to the Head of Claims Operations, you'll lead a team of Claims Assist Team Leaders responsible for claims lodgement and customer enquiries. You'll play a pivotal role in delivering exceptional customer experiences, building leadership capability and driving strong operational performance across the Claims Assist function.

Key responsibilities include:

- Leading, coaching and developing Team Leaders to build a high-performing and engaged workforce.
- Driving accountability, customer service excellence and continuous improvement across the Claims Assist function.
- Overseeing claims lodgement and enquiry operations, ensuring service, quality and audit targets are achieved.
- Monitoring contact centre performance metrics and using insights to improve operational effectiveness and customer outcomes.
- Partnering with leaders across Claims, Operations and Customer Experience to deliver strategic objectives and business improvements.
- Identifying and implementing process improvements that enhance efficiency, service delivery and customer satisfaction.
- Ensuring compliance with legislative requirements, the General Insurance Code of Practice and internal policies.
- Supporting the development of best-practice frameworks, policies and procedures that contribute to long-term business success.

About You





You're a people-first leader who thrives in a fast-paced environment and is passionate about developing teams, improving customer outcomes and driving operational excellence.

To succeed in this role, you'll bring:

- Proven people leadership experience, with the ability to inspire, engage and develop high-performing teams.
- A robust track record of coaching leaders and building capability across customer service and/or contact centre environments.
- Experience creating a culture of accountability, performance and continuous improvement.
- Experience leading insurance claims, customer service and/or contact centre operations.
- Strong understanding of contact centre performance metrics and service delivery.
- Experience driving operational improvement and change initiatives.
- Sound knowledge of claims administration and insurance operations.
- Understanding of the General Insurance Code of Practice and relevant regulatory obligations.
- Excellent communication, stakeholder engagement and problem-solving skills.
- The ability to analyse performance data, identify trends and influence positive business outcomes.

Why You'll Love Working at Adica

At Adica, people are our greatest asset, and we're committed to creating an environment where you can thrive. Recognised as an Employer of Choice, celebrating our commitment to culture, flexibility, and people-first values. Some of the benefits you'll enjoy include:

- Big discounts on car insurance for you and your family.
- 14 weeks Paid Parental Leave for all parents, plus superannuation on both paid and unpaid leave (up to 52 weeks).




- Quarterly Wellbeing Leave days and the ability to swap Public Holidays.
- A supportive Wellbeing Program and year-round employee events.
- Recognition Programs through monthly awards and the annual Excellence Awards.
- Strong culture of internal progression and career development
- Access to the Go1 learning platform with thousands of courses
- Leadership development programs in partnership with Hello Monday to support and empower your growth as a leader
- Hybrid working model- the best of both worlds.
- Employee Assistance Program (EAP) – free, 24/7 support for you and your family.
- Be part of community initiatives, fundraising drives, and volunteer events throughout the year
- And more because your wellbeing matters to us.

Who We Are

Adica Insurance is an Australian-operated and regulated general insurer, backed by the global strength of the MS&AD; Insurance Group, one of the world's top 20 insurance and financial services groups.

Adica exists to make insurance more human, more helpful, more transparent, and more empowering for our customers. We support our people with the same care and clarity. Together, we're creating a workplace where people thrive, teams collaborate, and customers feel truly supported.

What to Expect from Us

We aim to make the recruitment process as smooth and respectful of your time as possible.

Once you apply, our Talent Team will review your application. If your experience aligns with the role, we'll be in touch for an initial phone conversation to get to know you better. From there, the process usually includes two interviews with our team.

Throughout the process, we'll keep you informed and provide timely updates because we know how important clarity is when you are job hunting.

Accessibility & Support

If you require any adjustments during the recruitment process, please let your recruiting contact know when they first reach out. We're committed to creating an inclusive experience for everyone.

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📌 Claims Assist Manager (Melbourne)
🏢 Adica Insurance
📍 Melbourne