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 ResponsibilitiesStrategic & Operational LeadershipDevelop and deliver 12-month business plans aligned to the Claims & Assessing (C&A;) divisional and broader A&G; organisational strategyAccountable for FTE, OPEX, and achievement of annual claims cost and operating expense plansIdentify and remediate underperformance, with accountability for impacts across a 6–12 month horizonDesign and deliver an annual programme of operational excellence across all areas of functional accountabilityClaims ManagementOversee the productive and effective management of high-risk claims, ensuring risks are proactively identified, managed, and mitigatedDevelop and deliver effective claims resolution strategies while maintaining the integrity of the underwriting modelCollaborate 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 chainCustomer & ComplaintsLead high-level collaboration with the Customer Dispute Resolution (CDR)



team on complaint management and process improvements to reduce escalationEnsure Level 1 complaints are managed appropriately and root causes are identified and addressed, preventing escalation to Internal Dispute ResolutionProvide coaching and support to the Claims Department to reduce complaints and lift service standardsPeople & CultureBuild and lead a high-performing team, fostering a culture of inclusion, belonging, and integrityInspire and empower a work environment where employees connect their daily contributions to A&G;'s broader purposeAct as a role model for A&G; values, driving commercial discipline, challenger ambition, effective risk management, and a One Team mindsetWhat You'll BringTertiary qualification in a relevant discipline and/or equivalent industry experienceDemonstrated experience in Motor Claims and/or significant general insurance industry leadershipProven track record in continuous improvement and operational excellenceStrong commercial acumen with the ability to manage competing priorities autonomouslyExceptional interpersonal, verbal, and written communication skillsStrong negotiation and influencing capability, with the ability to build and sustain effective relationships at all levels — internally and externallyLocation - 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 (Brisbane)
🏢 Auto & General
📍 Brisbane