Job Title

The role As the Frontline Motor Claims Team Leader, you will lead, motivate, and develop a team of Motor Claims Consultants, overseeing the end-to-end motor claims process. People Leadership Commercial Acumen Our leaders create an operational setting that delivers high growth and wealth creation opportunities. Systems Thinking Identifies and manages the upstream inputs and downstream impacts of actions, change and improvements. Execution Excellence - Our leaders accelerate delivery and eliminate rework through disciplined execution, agility and clear KPIs. Develops People - Our leaders develop, foster and embed new and successful capabilities to create sustainable growth. Engages our People - Our leaders explain the why on our unique culture and clearly link each team members individual actions to the success of the company. Drives Our Aspirations Culture - Our leaders embed our distinctive High Performance with High Integrity culture with absolute expectations on Accountability and Transparency. Taking Risks the Right Way -understands and translates our risk framework into clear and practical guidelines for their team while creating an environment that is safe to speak up, discuss mistakes and openly share learnings. Position Accountabilities Operate within and seek to continuously improve the Motor Claims Operating Model, including: Daily disciplines on morning huddles Provision of at least 2 hours coaching per day Monitor and support the management of a portfolio of claims, including: Develop, coach, and motivate a team of Motor Claims Consultants in order to meet agreed objectives. Prioritization and allocation of team portfolios and workload management. Claim review and authorization. Technical product, process, system, and compliance support. Performance and progress reporting: Contribute to the development and implementation of strategic and operational activities that will continually improve Claims performance Provide detailed input into an ongoing process and system development Conduct 1st line Quality Assurance reviews to maintain quality standards in line with standard operating practices Coach and train direct reports to maintain skills and competency in relevant industry regulations, obligations, and legislation in order to prevent compliance breaches Regular targeted and documented performance reviews to monitor team activities against targets, service levels, and competency standards Lead and monitor the team to execute a high standard of service and process adherence Provide input into staffing requirements and recruitment Expected outcomes of the role include: Improved claim cost performance. Exceptional levels of service delivery for each and every customer High and sustainable standards of quality results A highly engaged, capable and professional team aligned to the company values Maintaining the integrity of Auto & General underwriting principles. Reviewing each claim for acceptance in line with the ICA, GICOP and the PDS with consideration of previous IDR and AFCA determinations Provide technical guidance and act as an escalation point on complex claims and complaints Promote a high-performance culture through staff engagement and productivity Highly effective working relationships with key stakeholders (internal and external). Operate within and seek to continuously improve the Motor Claims Operating Model, including: Daily disciplines on morning huddles Provision of at least 2 hours coaching per day Demonstrate a commitment to our Leadership Capabilities. What experience youll bring Minimum 5 years leadership / mentoring experience, preferably in customer-facing organisations (Financial Services/Insurance preferred). Previous Team Leader or equivalent experience. Extensive Motor Claims experience beneficial. Proven ability in leading and motivating people. Demonstrated ability in managing critical stakeholder relationships. Ability to effectively analyse and resolve problems. A core focus on customer outcomes and relations. Ability for attention to detail. Ability to innovate and be creative in developing processes and procedures. Ability to effectively manage conflict and negotiate where required. Strong coaching culture. The benefits of working at A&G Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks. Options for leave - life happens, so weve got volunteer days, an additional paid ME day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff. Grow with us - weve got learning and professional development opportunities to suit everyone. Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that youre passionate about. Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self. Celebrate the wins - we love sharing our successes and celebrating together - join us and youve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations. Save money - as well as discounts on insurance products, weve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia. About us Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community. Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance. Were excited about the future and were always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australias best insurer! If this sounds like you, apply today. 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.