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Add expected salary to your profile for insightsAs 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 integrityProvide 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 proceduresSupport 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 functionSet objectives, manage, and deliver work that has major impact on C&A and A&G business resultsDevelop systems and tools to monitor and manage contract deliverables, service levels and commercial outcomesEstablish a weekly & monthly executive reporting, capturing continuous improvement of business performance operating rhythms, analytics and reportingBe accountable for the design components of the Home Claims system builds and the change management implementationSuccessful design and execution of initiatives, control and system improvements that work to increase organisational agility, scalability and success in navigating changeCollaborate cross-functionally with various departments to resolve systemic issues and drive root cause remediation, preventing recurrence and improving the overall customer journeyEnsure 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 efficiencyIdentify opportunities to increase digital traffic and engagement, while developing strategies to leverage digital channels that reach new clients and enhance brand awarenessProvide 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 companys overall objectives being metDrive Industry best in class contract management, with a focus on controls enabling long term sustainability to the business,while applying sound commercial judgement around contractual terms and conditionsWhat experience youll bring:Tertiary qualification in a relevant discipline and / or equivalent relevant experienceStrong 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 experienceDeep systems thinking and advanced root cause problem-solving capability, with a track record of driving systemic improvementsAbility to build & sustain effective relationships and create a proven stakeholder engagement experience, with the ability to influence senior audiences and manage sensitive communicationsPassion for service transformation, customer advocacy, and supporting vulnerable communitiesDemonstrated experience in a continuous improvement role with a risk-aware mindset and the ability to challenge the status quo and deliver compliance-safe improvementsAgile and responsive to evolving customer, legal, and media pressuresStrong 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 mindsetKnowledge 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 abilityUnlock job insightsSalary match Number of applicants Skills matchInsurance & Superannuation 1,001-5,000 employeesAuto & 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 Virgin Money.Our range of general insurance products protects customers 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.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 Virgin Money.Our range of general insurance products protects customers 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.To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.Researching careers? Find all the information and tips you need on career advice. #J-18808-Ljbffr