This is your opportunity to take ownership of a significant operational portfolio across Victoria and Tasmania — leading on-road assessing and building repair relationships to drive performance, accountability, and continuous improvement within one of Australia’s most respected and fastest-growing insurance groups.
Reporting to the General Manager – Home Assessing, you’ll lead a team of ~30 home assessors and four team leaders, championing a culture of excellence, proactive decision-making, and technical integrity across geographically dispersed operations.
This role is pivotal in delivering strategic uplift within a high-volume, customer-facing environment — improving claim life cycles, strengthening leadership capability, and resetting what “good” and “great” look like across the function.
Key Accountabilities
- Lead & Develop High-Performing Teams: Coach and mentor four team leaders and a wider field-based team of On Road Motor Assessors to strengthen technical capability, operational discipline, and accountability.
- Drive Operational Uplift: Challenge legacy ways of working and embed new performance rhythms that deliver tangible improvements in claim life cycle and assessing efficiency.
- Change Leadership: Lead the cultural and behavioural reset within the Victorian team, building engagement, alignment, and shared accountability through structured communication and clear performance frameworks.
- Analytical & Commercial Insight: Interpret BI dashboards, assess performance trends, and translate insights into practical actions that reduce aged claims and improve customer and supplier outcomes.
- System Thinking & Continuous Improvement: Identify bottlenecks, re-engineer workflows, and proactively address root causes of portfolio ageing to deliver measurable improvements in speed, quality, and cost control.
- Stakeholder Engagement: Partner closely with Heads of Claims, Commercial, and Operations to ensure alignment between assessing, repair, and claims optimisation teams.
- Risk & Compliance: Uphold high standards of regulatory, safety, and governance compliance across all assessing activities.
You’re a people-focused, data-savvy leader who thrives on transforming performance and culture. You bring credibility in home assessing, loss adjusting, construction, or repair management — ideally supported by experience leading multi-site operational teams in a fast-paced insurance or service environment. Your strengths include:
- A minimum of 5+ years in senior operational leadership within assessing, repair, or insurance service environments.
- Deep understanding of building repair, restoration, and home claims processes, ideally with experience driving workflow and lifecycle improvements.
- Proven ability to influence and challenge at senior levels, backed by commercial acumen and sound decision-making.
- Strong change management capability, with a track record of uplifting teams through structure, coaching, and data-driven insights.
- High energy, resilience, and a “hands-on but strategic” leadership approach.
What's In It for you?
- Competitive salary package (including vehicle).
- Operate with autonomy and influence in a major national insurer undergoing transformational growth.
- Grow and lead a talented, technically strong team with visible impact on business performance.
- Be part of a collaborative leadership group with regular interaction across states.
- Enjoy an empowered culture, clear leadership accountability, and genuine opportunity to make your mark on strategy, people, and performance.
Based in Melbourne (Sunshine office), the role requires a strong on-site presence (approximately 80%) to drive cultural alignment and team connection. Flexibility will increase over time once stability and performance are achieved. Occasional interstate travel is expected.
How to Apply
If you’re ready to shape the future of home assessing and build capability within a national brand known for excellence and growth, apply today with your cover letter and resume or contact Nicki at Hinchen Recruitment Group in confidence to learn more. Call: 0458 001 260 or email: nicki@hinchen.com.au
Hinchen Recruitment Group is a team of experienced industry recruiters who offer a highly informative honest process, where our genuine goal is to provide a quality & valued service. One that is respectful to all & is as transparent as possible. Confidentiality is assured with all applications, with your privacy our utmost priority.
Acknowledgement of Country: Hinchen Recruitment Group pay our respects to the Traditional Owners of country throughout Australia. We pay our respects to Elder’s past and present and acknowledge the valuable contribution Aboriginal and Torres Strait Islander people make to Australian society.
