This is a critical leadership role responsible for the strategic and operational delivery of complex claims management services across A&G;'s core Motor and Motorbike product portfolios.

You will drive performance against annual business plans, design and execute initiatives that strengthen controls and systems, and build a high-performing, values-led team.

Key Responsibilities

Strategic & Operational Leadership

Develop and deliver 12-month business plans aligned to the Claims & Assessing (C&A;) divisional and broader A&G; organisational strategy

Accountable for FTE, OPEX, and achievement of annual claims cost and operating expense plans

Identify and remediate underperformance, with accountability for impacts across a 6–12 month horizon

Design and deliver an annual programme of operational excellence across all areas of functional accountability

Claims Management

Oversee the productive and effective management of high-risk claims, ensuring risks are proactively identified, managed, and mitigated

Develop and deliver effective claims resolution strategies while maintaining the integrity of the underwriting model

Collaborate closely with the Motor Leadership Team to ensure effectiveness of controls across Motor Claims cost pools and drive targeted outcomes across the claims management value chain

Customer & Complaints

Lead high-level collaboration with the Customer Dispute Resolution (CDR) team on complaint management and process improvements to reduce escalation





Ensure Level 1 complaints are managed appropriately and root causes are identified and addressed, preventing escalation to Internal Dispute Resolution

Provide coaching and support to the Claims Department to reduce complaints and lift service standards

People & Culture

Build and lead a high-performing team, fostering a culture of inclusion, belonging, and integrity

Inspire and empower a work environment where employees connect their daily contributions to A&G;'s broader purpose

Act as a role model for A&G; values, driving commercial discipline, challenger ambition, effective risk management, and a One Team mindset

What You'll Bring

Tertiary qualification in a relevant discipline and/or equivalent industry experience

Demonstrated experience in Motor Claims and/or significant general insurance industry leadership

Proven track record in continuous improvement and operational excellence

Strong commercial acumen with the ability to manage competing priorities autonomously

Exceptional interpersonal, verbal, and written communication skills

Strong negotiation and influencing capability, with the ability to build and sustain effective relationships at all levels — internally and externally

Location - This role will be based in our North Lakes office.

Extra leave - Enjoy additional leave days on us! You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.

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📌 Head of Specialised Claims (Queensland)
🏢 Auto & General
📍 Queensland