People leadership role Commercial Claims Expertise Essential Career Growth, working alongside industry leaders We’re seeking an experienced Commercial Claims Manager to join a leading general insurance business. This pivotal role is responsible for driving consistent, high-quality claims delivery and ensuring exceptional end-to-end customer and broker experiences. Reporting to the Head of Claims, you will lead Team Leaders across the claims function, manage Tier 2 escalations, and act as a key point of contact for broker relationships. You will play a central role in lifting performance, strengthening capability, and embedding a culture of continuous improvement across claims operations. Key Responsibilities Lead delivery of claims service level standards and ensure alignment with customer, broker, and regulatory expectations Manage and coach Team Leaders, driving clarity of KPIs, performance accountability, and team culture Partner with Claims Operations to define and monitor service deliverables and performance metrics Oversee escalations, complaints, and IDR matters, ensuring timely and high-quality resolution Drive improvements in claims processes, systems, and technology adoption Support training, coaching, and capability development across claims teams Strengthen cross-functional relationships across underwriting, legal, finance, compliance, and external partners About You Extensive experience in commercial claims management within general insurance Strong leadership background with experience managing leaders or large teams Proven ability to improve customer outcomes and operational performance Confident communicator with the ability to influence stakeholders at all levels Experience in commercial property or motor claims highly regarded What’s on Offer This is a high-impact leadership role where you’ll shape claims excellence, uplift capability, and directly influence customer and broker satisfaction across a large, complex claims environment. For more information or a confidential discussion, please contact Debora Tomasetta on 0418488511 or email dt @successionrecruitment.com.au or click Apply.
