Job Description

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.

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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.

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Key Responsibilities

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Strategic & Operational Leadership

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

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

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

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

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Claims Management

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

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

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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

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Customer & Complaints

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

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

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

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People & Culture

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

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

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

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What You'll Bring

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

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

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Proven track record in continuous improvement and operational excellence

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Strong commercial acumen with the ability to manage competing priorities autonomously

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Exceptional interpersonal, verbal, and written communication skills

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

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

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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.

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