Head of Frontline Claims (Complex Cost Pool) Add expected salary to your profile for insights Our Complex Claims teams manage high-value, complex home claims, supporting customers during challenging times. They help people rebuild and recover by handling claims efficiently, transparently, and with genuine care. The role : As the Head of Frontline Complex Claims, you will provide strategic and operational leadership for the Home Claims Management team within the Complex (Large Loss) cost pool. This includes managing every stage of the claim from lodgement to settlement. This role involves working across the A&G business with stakeholders to deliver expected outcomes, collaborating closely with the Assessing & Commercial team to define and build the A&G Home claims assessing and network strategy. Key Accountabilities : Support the GM Home Claims Management in achieving annual business plans Coach and mentor your team, set clear goals, provide feedback, and foster a high-performance, high-integrity culture Establish regular executive reporting to monitor business performance, analytics, and continuous improvement Design home claims systems and lead change management initiatives to ensure successful implementation and improvements Collaborate with departments like CDR, Home Leadership, Claims Project, and Lodgement teams to resolve systemic issues and improve processes Develop and implement supplier management strategies in consultation with internal stakeholders to meet company objectives What experience you’ll bring : Proven leadership with excellent stakeholder engagement and influencing skills Tertiary qualification or relevant experience Home Claims or significant insurance industry experience preferred Self-motivated with the ability to manage competing priorities Exceptional relationship-building, interpersonal, and communication skills Strong financial understanding and commercial acumen Location : North Lakes - close to Brisbane, with amenities nearby. Additional leave options include paid ‘ME’ days, volunteer leave, and flexible work arrangements. Paid parental leave is also available. Auto & General (A&G) employs 1,001-5,000 staff and is Australia’s fastest-growing major Motor and Home insurer, offering a range of insurance products and partnerships with brands like ING, Qantas, and Virgin Money. We protect customers’ valued possessions with various insurance products and roadside assistance. Research careers and find tips on career advice. J-18808-Ljbffr
