Heads of Home Claims Management (North Lakes)

**The role**: As part of our Home Claims team, you will be responsible for driving efficiency and excellence across our operational teams, providing strategic & operational leadership.

Working closely with the Home Claims leadership team and General Manager, you will lead a group of managers, team leaders, and consultants to deliver cost-effective claim outcomes while maintaining exceptional service standards for our customers.

**Key Accountabilities**:
- Coach & mentor your team by building relationships, setting clear goals, providing feedback, and fostering learning opportunities to create a culture that continues to deliver high performance with high integrity- Provide guidance to those in your team, while engaging in high level strategic planning and training as required on best practice procurement, managing contracts, negotiations, managing suppliers and policy and procedures- Support the GM Home Claims Management and the Operations team to achieve annual Home Business Plans including setting a compelling direction and vision for achieving organisational strategy and goals, cost plans, operating expense plans and broader balanced scorecard for function- Set objectives, manage, and deliver work that has major impact on C&A; and A&G; business results- Develop systems and tools to monitor and manage contract deliverables, service levels and commercial outcomes- Establish a weekly & monthly executive reporting, capturing continuous improvement of business performance operating rhythms, analytics and reporting- Be accountable for the design components of the Home Claims system builds and the change management implementation- Successful design and execution of initiatives, control and system improvements that work to increase organisational agility, scalability and success in navigating change- Collaborate cross-functionally with various departments to resolve systemic issues and drive root cause remediation, preventing recurrence and improving the overall customer journey- Ensure a high level of collaboration with teams across C&A; including the CDR teams, Home Leadership team, Claims Project Team and Lodgement team to ensure process improvements and operational efficiency- Identify opportunities to increase digital traffic and engagement, while developing strategies to leverage digital channels that reach new clients and enhance brand awareness- Provide oversight of supplier relationships, coordinating with the commercial team to develop new commercial relationships to right size the growing scale of our network of repairers and parts suppliers and in consultation with the relevant internal stakeholders, develop and implement appropriate supplier management strategies that result in the company’s overall objectives being met**What experience you’ll bring**:
- Tertiary qualification in a relevant discipline and / or equivalent relevant experience- Strong leadership experience in either strategic procurement, complaints, service recovery, and vulnerable customer care, with a proven ability to lead and motivate teams in high-pressure environments and experience in Home Claims or significant Insurance Industry experience- Deep systems thinking and advanced root cause problem-solving capability, with a track record of driving systemic improvements- Ability to build & sustain effective relationships and create a proven stakeholder engagement experience, with the ability to influence senior audiences and manage sensitive communications- Passion for service transformation, customer advocacy, and supporting vulnerable communities- Demonstrated experience in a continuous improvement role with a risk-aware mindset and the ability to challenge the status quo and deliver compliance-safe improvements- Agile and responsive to evolving customer, legal, and media pressures- Strong written communication and storytelling skills, with the ability to distil complex insights and influence senior audiences effectively.- A resilient, values-driven leader with high emotional intelligence and a transformational mindset- Knowledge of relevant consumer protection laws, industry regulations, and privacy legislation applicable to customer interactions (e.g., Australian Consumer Law, Privacy Act)- Exceptional interpersonal skills and strong negotiation & influencing ability- An exceptional understanding of financial levers, and a high degree of commercial acumen

**Our perks**: **Location**:North Lakes**
- Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side’s best retail outlets, restaurants and other amenities. This role is an in-office role.**Options for extra leave**
- Enjoy additional leave days on us! You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year and benefit from adaptable work arrangements**Paid parental leave**:

- We support our new parents with p Apply on Kit Job: kitjobau.com/job/3qzcq7