Frontline Claims Manager Home

The Role: 

Lead with impact as a Frontline Home Claims Manager. You'll drive strategic direction across your claims portfolio, optimising performance and building capabilities to deliver exceptional customer outcomes. Balancing claims cost management, productivity, and compliance, you'll lead a highly engaged team through complex scenarios while making a genuine difference for customers and the business.

What Success Looks Like

• Deliver superior claims outcomes and strong financial results
• Lead and develop a capable, engaged team
• Optimise performance across cost, productivity, and customer satisfaction
• Mature control systems and scalable processes
• Champion compliance and genuine people leadership

Why You'll Love This Role
You'll blend strategic leadership with hands-on impact, working in a dynamic environment where self-direction and business performance are deeply valued. This is an opportunity to shape how we serve customers whilst building a best-in-class claims operation.

Position Accountabilities:

• Contribute to the Claims and Assessing Cost Pools, Controls and Value Chain;
  • Drive continuous improvement across customer experience, employee engagement, reporting, and systems—building scalable, measurable control frameworks that deliver replicable and predictable business outcomes
• Continue to nurture a high performing and engaged workforce promoting a culture of “one team” across three sites;
  • Lead, coach, and develop Team Leaders and frontline teams to deliver high-quality service, process adherence, and consistent outcomes across a portfolio of complex claims
  • Drive organisational agility and change management, problem-solving with policies and standards, and collaborating with SIU and key stakeholders to ensure scalability and success
• Advocate Application and development of the Home Claims Operating Model;
  • Maintain the integrity of the Home Claims operating model by driving continued strategic enhancements, understanding and adherence. 
• Lead the Home Claims Operational teams to deliver optimal claims cost outcomes, high level customer service in a strong control environment;
  • Drive high performance across Home Claims strategy, KPIs, and team capabilities while ensuring full compliance with regulatory requirements, industry codes, and legislative frameworks
  • Manage escalated customer queries, complaints, and AFCA referrals, implementing corrective actions where gaps are identified to maintain quality and regulatory standards

Qualifications & Experience:

Ideally, you’ll be a confident & people-focused leader who can balance customer outcomes, commercial performance and the needs of your team. You’ll bring a strategic mindset, a continuous improvement focus and the ability to turn data and insights into action. You’re comfortable navigating complexity, leading through change and influencing stakeholders at all levels. Most importantly, you’re someone who leads with purpose, builds capability in others and creates an environment where people and performance can thrive.

• Relevant qualifications (Communications/Business) or equivalent high-volume call centre experience, desirable
• 4-5+ years mid-senior leadership experience in a comparable organisation
• Strong Home insurance and claims knowledge, including legislation, processes, and best practices
• Proven ability to deliver operating plans and achieve KPIs along with being skilled at leading, engaging, and developing teams

Our Perks:

• Location – Our North Lakes site has secure free parking and access to transport.
• 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.
• Paid parental leave - We support our new parents with paid parental leave and other benefits.Workplace giving - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities.
• Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.
• Employee discounts - You’ll receive discounts on Budget Direct insurance products.
• Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
• Onsite facilities – There are excellent end-of-trip facilities on offer and private spaces for nursing mothers.
• Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.

About us:

Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We provide insurance products and solutions to safeguard a brighter future for our customers, delivered through our multi award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Coles Insurance.

Our range of general insurance products protect customer’s most valued possessions on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.
Our culture of ‘high performance with high integrity’ underpins our values and the way we interact with our customers, the community and each other. We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application. 

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 related to unsolicited resumes.