Major Event Response & Quality Assurance Manager (North Lakes)

Claims & Assessing | Motor Claims | Insurance Industry

Location: 5 days in office
- North Lakes, QLD

About the opportunity

We’re partnering with a leading Australian insurance organisation experiencing strong growth across its motor claims function. This is a key leadership role responsible for shaping quality, resilience, and operational readiness across claims and major event response activities.

This role sits at the centre of operational performance, combining Quality Assurance leadership with Business Continuity and Crisis/Event Management. You’ll play a critical part in ensuring claims excellence, regulatory compliance, and solid customer outcomes during both business-as-usual and high-pressure event scenarios.

Key purpose of the role

The Major Event Response & Quality Assurance Manager is responsible for leading the end-to-end Quality Assurance framework and overseeing crisis response capability within Motor Claims & Assessing.

You will ensure:

- High-quality, compliant and consistent claims outcomes
- Strong preparedness and response to major events (e.g. weather, operational disruption)
- Continuous improvement across the motor claims value chain
- Effective governance, reporting, and risk management alignment Key responsibilities

Quality Assurance & Performance


- Lead design, delivery and continuous improvement of the Motor Claims QA framework
- Monitor compliance, assess performance trends and identify improvement opportunities
- Deliver insights and reporting to support operational and strategic decisions Event & Crisis Management


- Own and enhance business continuity and major event response frameworks
- Lead planning, testing and execution of crisis response activities
- Ensure operational readiness across claims teams during disruption events Governance & Risk


- Ensure alignment with regulatory and compliance obligations (including relevant industry codes and operational risk frameworks)
- Embed strong risk awareness across all QA and event response activities Leadership


- Lead, coach and develop a small specialist team (2+ direct reports)
- Build strong relationships across operational, technical and leadership stakeholders
- Foster a high-performance, accountability-driven culture About you

You are an experienced operations, QA or business continuity leader within insurance or financial services, bringing:


- 5+ years’ experience in QA, operations, business continuity or crisis management
- 3+ years in a leadership or management role
- Solid experience within motor claims or general insurance claims (highly regarded)
- Proven ability to design and manage QA frameworks and reporting structures
- Hands-on experience in crisis/event management and business continuity planning
- Strong analytical capability with confidence working with performance data
- Excellent stakeholder management and communication skills
- Calm, decisive leadership style under pressure Qualifications


- Bachelor’s degree in a relevant field (required)
- Industry certifications in risk, insurance, or quality assurance (desirable) Culture & working model This organisation operates with a high-performance, high-integrity mindset and expects full commitment to operational excellence and customer outcomes.

This role requires 5 days in office attendance due to the operational and leadership nature of the position.

If you’re looking for a senior leadership role where you can shape quality, resilience and claims performance at scale, this is a strong opportunity to step into a highly visible and impactful position.

If you think this could be the role for you then please apply now! Or, if you have any questions, please contact Sarah Roberts on 0468 022 388

At Fuse, we specialise in recruitment for the insurance industry and actively source for a broad range of established clients. If you are a broking, underwriting or claims professional looking for your next opportunity, we'd love to hear from you!

If you know someone looking for a job, refer them to us and we'll give you $500* if we find them a new role!

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