The role:

As our new Head of Settlements, you will provide strategic & operational leadership for the Settlements department, working collaboratively with the Third-Party Settlement & Recoveries Leadership Team & General Manager to oversee managers, team leaders, and technical motor claims consultants responsible for delivering honest, productive, and effective claims handling and negotiating favourable settlements with insurers and other parties.

Brief Description

The role:

As our new Head of Settlements, you will provide strategic & operational leadership for the Settlements department, working collaboratively with the Third-Party Settlement & Recoveries Leadership Team & General Manager to oversee managers, team leaders, and technical motor claims consultants responsible for delivering honest, efficient, and effective claims handling and negotiating favourable settlements with insurers and other parties.

This role involves analysing claims data to identify improvement opportunities, implementing strategies to streamline the claims settlement process including process improvement and automation, and establishing effective negotiation approaches to achieve cost-effective claim outcomes for the business, while ensuring adherence to all regulatory and compliance obligations.

A key aspect of the role is leading the team to operate as 'one team' across three sites (SE Queensland and offshore), contributing to the overall success of the Third Party Recoveries & Settlements business.

Key Accountabilities

Strategic Leadership:

- Develop and implement settlements strategies that deliver efficient, honest, effective, and fair outcomes by understanding market dynamics,



while building strong relationships with key stakeholders across finance, legal, and operations to ensure effective collaboration and communication.
- Lead and motivate the Settlements team by setting clear expectations and role clarity, providing guidance and support, exhibiting strong leadership that inspires high performance and integrity, and fostering a culture of continuous learning, collaboration, technical proficiency, and excellence in handling motor insurance claims.

Operational Management

- Oversee day-to-day operations of the settlements function by managing the settlement process, ensuring regulatory compliance, monitoring KPI performance, collaborating with the Optimisation team to develop and implement efficient policies and procedures, and managing the settlements budget to ensure resources are allocated effectively within financial constraints.

Risk Management

- Identify and mitigate settlement risks by assessing potential risks, developing mitigation strategies and implementing controls, ensuring compliance with all regulatory requirements and applicable laws, staying current on relevant regulations, and managing settlement disputes with counterparties to ensure accurate and timely completion of all settlements.

Performance And Reporting





- Monitor and report on settlements performance by tracking key metrics such as settlement times, accuracy, and costs, and present regular reports to senior management with updates on performance, key trends, and recommendations for future action.
- Identify and implement continuous improvement opportunities by evaluating the settlement process and driving enhancements through process improvement, automation, efficiency gains in claims handling, and optimisation of technical aspects and quality standards.

Other Responsibilities

- Stay current on industry best practices by attending events, reading relevant publications, and networking with professionals, while developing and implementing innovative settlement solutions by exploring new technologies and approaches to improve the settlement process.

What Experience You’ll Bring

- 10 years of experience in a leadership role in insurance or similar industry
- Strong working knowledge of motor insurance claims management relative to applicable legislation, processes and industry best practices
- Excellent analytical, problem solving and decision-making skills along with high level conceptual & analytical skills and able to develop innovative solutions
- Exceptional communication & interpersonal skills, with the ability to liaise effectively with a variety of stakeholders & effectively engage, influence and develop others
- Understand the linkage between data and emerging technology solutions to optimise business performance and outcomes.

Our Perks

- Location: North Lakes - Save the long comm

📌 Chief Settlements (Brisbane)
🏢 Auto & General Australia
📍 Brisbane