This is an exceptional opportunity to join one of Australia's leading insurance organisations in a senior operational leadership role responsible for the Moderate Home Claims portfolio.
Leading a multi-site team of experienced Operations Managers and frontline leaders, you will oversee the end-to-end management of moderate home insurance claims from lodgement through to repair completion and settlement.
Reporting to the General Manager Home Claims Management, you will play a pivotal role in improving operational performance, reducing claim lifecycles and repair costs, enhancing customer outcomes and embedding new ways of working across a large operational function.
This is a highly visible leadership role requiring equal strengths in people leadership, operational excellence, commercial decision making and change leadership.
Your key responsibilities will include:
As Head of Moderate Home Claims you will:- Lead the operational performance of a large Home Claims portfolio across quality, productivity, customer experience and financial outcomes
- Lead, coach and develop a team of experienced Operations Managers while building capability across the broader leadership group
- Drive continuous improvement initiatives that reduce claim lifecycle times, improve restoration outcomes and strengthen commercial performance
- Lead operational change initiatives as new technology, AI decision engines and digital capability continue to transform the claims environment
- Build strong partnerships across Assessing, Commercial, Operational Performance, Projects and Claims Leadership teams
- Strengthen governance, operational controls, compliance and risk management across the portfolio
- Analyse operational data and reporting to identify trends, improve performance and influence strategic decision making
- Deliver exceptional customer outcomes while balancing commercial performance, service quality and regulatory obligations
Current Strategic Priorities -
Over the next 12 months your focus will include:
- Reducing claim lifecycle timeframes and improving operational efficiency
- Driving restoration initiatives that reduce repair costs while improving customer outcomes
- Improving temporary accommodation strategies and associated commercial outcomes
- Embedding recently implemented AI-enabled claims allocation and workflow technology
- Supporting ongoing operational transformation as broader digitisation initiatives continue across the business
Our client is seeking an accomplished operational leader who enjoys balancing strategy with hands-on operational leadership. You will bring:
- Senior leadership experience within Home Claims, General Insurance or a similarly regulated operational environment
- Demonstrated experience leading leaders across large customer operations
- Strong operational and commercial leadership with accountability for financial and customer outcomes
- Experience driving operational transformation, continuous improvement and change management initiatives
- Strong analytical capability with experience using operational reporting and performance metrics to improve business outcomes
- Exceptional stakeholder management and influencing skills across senior leadership teams
- A collaborative leadership style that builds capability, accountability and high-performing teams
- Well-developed commercial judgement with strong governance and risk management capability
Previous Home Claims leadership experience will be highly regarded; however, exceptional operational leaders from broader insurance or financial services environments with the capability to quickly develop technical expertise are also encouraged to apply.
What's in it for you?
You'll be joining an organisation that continues to invest heavily in technology, AI and operational excellence while maintaining a strong focus on customer outcomes and leadership capability.
In return you'll enjoy:
- Competitive executive rem: $200k + STI
- A highly visible executive leadership opportunity
- Genuine influence over strategy, operational performance and transformation
- Investment in innovation, AI and digital capability
- Outstanding career development opportunities within a growing national organisation
- A collaborative, high-performing leadership culture
If you're an accomplished Senior Operational Leader who thrives on leading change, developing high-performing leaders and delivering outstanding commercial and customer outcomes, we'd welcome a confidential discussion.
To express your interest, please apply via the link or contact Louisa Hinchen, Managing Director, Hinchen Recruitment Group 0459 991 061
for a confidential discussion.
At Hinchen Recruitment Group, we believe diverse teams create stronger organisations. We welcome applications from people of all backgrounds, experiences and perspectives. If you require any reasonable adjustments throughout the recruitment process, please let us know. We are committed to providing an inclusive and accessible recruitment experience for all candidates.
Hinchen Recruitment Group acknowledges the Traditional Owners of the land on which we work and live. We pay our respects to Elders past, present and emerging, and extend that respect to all Aboriginal and Torres Strait Islander peoples.
