Join a market-leading international insurance organisation where your leadership will directly influence customer outcomes, operational performance and the development of future leaders.
Reporting to the Head of National Operations, this is a pivotal leadership opportunity to lead experienced Team Leaders across a large-scale Motor Claims operation. You'll play a key role in developing leadership capability, driving continuous improvement, championing innovation and creating an environment where people perform at their very best.
This is an opportunity to make a genuine impact within an organisation recognised for its investment in its people, technology and customer experience.
About the Role
As Frontline Claims Manager, you'll provide operational leadership across a high-performing Motor Claims function, leading up to six Team Leaders responsible for sizeable frontline claims teams.
Working collaboratively with fellow Operations Managers and senior leadership, you'll coach and develop leaders, improve operational performance, champion change initiatives and ensure exceptional customer outcomes while maintaining a strong regulatory and compliance focus.
This role is ideal for a leader who enjoys influencing others, building capability and creating high-performing teams in a dynamic operational environment.
Key Responsibilities
- Lead, coach and develop a team of Frontline Team Leaders.
- Build leadership capability through mentoring, coaching and performance development.
- Drive productivity, quality, customer satisfaction and operational performance.
- Foster an engaged, collaborative and accountable team culture.
- Champion continuous improvement, innovation and process optimisation.
- Support technology, AI and operational transformation initiatives.
- Identify operational risks and implement practical solutions.
- Partner with leaders across the broader claims operation to optimise end-to-end customer outcomes.
- Manage escalated customer matters while maintaining a strong compliance framework.
- Contribute to strategic initiatives that improve business performance, customer experience and employee engagement.
You'll be an experienced operational leader who is passionate about developing people, driving performance and building highly engaged teams within a fast-paced environment.
We're interested in leaders who have successfully led leaders within large operational businesses. While Motor or General Insurance Claims experience is highly regarded, we also welcome candidates from comparable, highly regulated environments.
Ideal backgrounds include:
- Motor or General Insurance Claims
- Insurance Operations
- Banking or Financial Services
- Contact Centre Operations
- Collections or Recoveries
- Customer Operations
- Other highly regulated, service-driven environments
- Proven experience leading Team Leaders and developing high-performing leadership teams.
- Strong coaching, mentoring and leadership capability development experience.
- Success leading operational change and continuous improvement initiatives.
- Experience managing performance through KPIs, productivity, quality and customer outcomes.
- Excellent stakeholder engagement and influencing skills.
- A collaborative, emotionally intelligent and authentic leadership style.
- Strong commercial judgement and operational problem-solving capability.
- Resilience, adaptability and the ability to remain calm under pressure.
- A continuous improvement mindset with enthusiasm for innovation, technology and AI-enabled operational improvements.
- Opportunity to lead within a market-leading international organisation.
- Genuine investment in leadership development and career progression.
- High-performing, collaborative leadership team.
- Significant investment in technology, AI and operational excellence.
- Values-driven culture focused on people, customers and continuous improvement.
- Competitive salary package with performance incentives.
- Sunshine Coast location = lifestyle & a genuine career opportunity
If you're an experienced operational leader passionate about developing people, driving performance and creating exceptional customer outcomes, we'd love to hear from you.
For a confidential discussion, please contact Louisa Hinchen on 0459 991 061 or simply follow the link and apply now!
Hinchen Recruitment Group is a team of experienced industry recruiters who offer a highly informative, honest recruitment process, where our genuine goal is to provide a quality and valued service. One that is respectful to all and as transparent as possible. Confidentiality is assured with all applications, with your privacy our utmost priority.
Acknowledgement of Country Hinchen Recruitment Group pays our respects to the Traditional Owners of Country throughout Australia and recognises their continuing connection to land, waters and community. We pay our respects to Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
