Frontline Claims Manager Home (North Lakes)

**The role** As a frontline Claims Operations Manager
- specialising in Complex Claims, you will play a pivotal leadership role across both operational and strategic claims environments. You’ll oversee frontline claims performance while also managing a portfolio of complex, high-value claims, driving cost efficiency, customer excellence, and risk management at scale.

This is a unique opportunity to influence both day-to-day operations and long-term strategy within a growing, energetic business.

**What you’ll be responsible for** **_Leadership & Strategy_**
- Lead and develop high-performing frontline and complex claims teams across multiple locations.
- Drive a strong “One Team” culture with a focus on engagement, accountability, and performance.
- Design and deliver workforce, recruitment, and capability plans.

**_ Claims Performance & Cost Management_**
- Oversee claims cost pools (including complex, high-severity claims) to ensure optimal financial outcomes.
- Implement robust, scalable control systems that deliver predictable and measurable results.
- Drive continuous improvement across claims processes, systems, and reporting.

**_ Complex Claims Oversight_**
- Manage end-to-end handling of high-value, complex claims.
- Coordinate external specialists (engineers, legal, building consultants).
- Ensure fair, timely, and high-quality outcomes for customers in sensitive or high-stakes scenarios.

**_ Risk & Stakeholder Management_**
- Identify, interpret, and communicate emerging risks using claims data and insights.
- Support escalated complaints, including cases referred to AFCA.
- Engage confidently with senior stakeholders on complex and high-impact matters.

**_ Operating Model & Transformation_**
- Maintain and enhance the Home Claims operating model.
- Drive agility, scalability, and readiness for regulatory and market changes.
- Contribute to the ongoing evolution of a best-in-class claims function.

**What experience you’ll bring**
- 5+ years of leadership experience in insurance or claims management.
- Strong expertise across both frontline claims operations and complex/high-value claims.
- Proven ability to lead teams, deliver KPIs, and manage large-scale performance outcomes.
- Deep understanding of insurance legislation, claims processes, and industry best practice.
- Exceptional communication, analytical, and stakeholder management skills.
- Commercial acumen with the ability to make sound decisions under pressure.

**The benefits of working at A&G;**
- **Be rewarded**
- we recognise high performance and reward our people for their hard work through bonuses and other perks.
- **Options for leave**
- life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
- **Grow with us**:

- we’ve got learning and professional development opportunities to suit everyone.
- **Give back**
- our A&G; Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
- **Take care of yourself**:

- your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
- **Celebrate the wins**
- we love sharing our successes and celebrating together
- join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
- **Save money**:

- as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
- **Access to A&G;’s employee reward and recognition platform, powered by Rewards Gateway**
- Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements
- helping you feel valued every step of the way.

**About us**

Auto & General (A&G;) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands
- ING, Qantas, Virgin Money and Coles Insurance.

**Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.**
- A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees rela Apply on Kit Job: kitjobau.com/job/3qgqxf