We’re partnering with one of Australia’s most progressive general insurers to recruit an exceptional leader to take the helm of their frontline complex claims function. This is an opportunity to influence national strategy, drive transformation, and lead a high-performing team through a time of meaningful change.

The Opportunity

As Head of Frontline Claims (Complex), you’ll provide strategic and operational leadership across large loss home claims, overseeing end-to-end performance from lodgement to settlement. You'll be responsible for claims typically exceeding $100K in value and involving recovery, legal liability, and high-risk exposure. This role is a rare blend of tactical delivery and strategic oversight. It will suit a commercially-minded, systems-focused leader who thrives in complexity and is passionate about delivering outcomes for customers, the business, and stakeholders alike.

This is a unique opportunity to leverage off your Senior Management and Insurance experience and step up into a ‘Head Of’ role!

Key Responsibilities will include:

• Lead the national complex claims portfolio, ensuring timely, compliant, and cost-effective outcomes
• Influence across the business to improve assessing controls, large loss builder performance, and leakage reduction
• Influence, align and mobilise others, including senior stakeholders and frontline leaders.
• Operate cross functionally, to develop and execute strategic initiatives aligned to organisational goals.
• Establish business operating rhythms (weekly/monthly reporting, KPIs)
• Collaborate with legal, reinsurance, commercial, and performance teams on high-profile, high-risk matters
• Leading through your leaders, as you coach and mentor your leadership team, embedding a culture of accountability and care
• Provide critical insight and reporting to executive stakeholders
• Lead the process mapping process re systems and customer experience to drive continuous improvement - reviewing/redesigning of current claims and assessing processes to improve CX and efficiencies
• Utilise your commercial discipline: understand and challenge compliance, risk, and business cost levers.
• Develop/execute supplier management strategies (repairers, parts) in collaboration with internal stakeholders.
• Governance, Risk & Compliance

What you will bring to the role:

• Proven experience in leading through leaders in a financial service environment (property or general insurance preferred but open to all financial services experience) - demonstrating both strategic and proactive leaderships skills
• Inclusive leadership that creates a strong sense of belonging, and the ability to connect individual purpose and effort to broader company goals.
• “One Team” mindset with the ability to break down silos and align across business units.
• Skilled in analytics, root cause analysis, and driving systemic improvements to uplift service and reduce leakage.
• Demonstrated ability to develop and lead high-performing teams with a focus on inclusion, engagement, and accountability.
• Strength in coaching, mentoring, and building capability within leadership layers.
• An inquisitive mind
• Experience in customer journey mapping
• Capability in designing and implementing control systems and change programs for operational uplift.
• Demonstrated Project Management & change management skills - Experience in managing and implementing system builds, business transformations, and scaling operations.
• Agile mindset with ability to adapt and lead through change and ambiguity.
• Ideally some exposure to the building damage assessing processes (not mandatory)
• A systems thinker with a track record of delivering operational improvements
• Highly influential communication skills, able to engage diverse stakeholders with and without direct control
• Commercially astute, resilient, and comfortable operating in high-exposure environments
• Calm under pressure and capable of navigating risk with clarity and confidence

What’s in it for you?

• Rem: $190,000 TFR + Outstanding benefits
• Career progression
• The opportunity to leverage off your Senior Management experience and step into a Head Of role with a highly awarded international challenger insurance brand who continues to enjoy year on year growth!

This is more than a leadership role - it's a chance to shape the future of complex claims delivery. You'll work with passionate executives, enjoy autonomy to innovate, and play a vital role in strengthening customer outcomes and financial performance. For a confidential discussion please call Lorraine on 0431 767 528 or Louisa on 0459 991 061 for a confidential chat, or simply apply now by following the link attached.
Hinchen Recruitment Group are a team of experienced industry recruiters who offer a highly informative honest process, where our genuine goal is to provide a quality and valued service. One that is respectful to all and is as transparent as possible. Confidentiality is assured with all applications, with your privacy our utmost priority.

Acknowledgement of Country: Hinchen Recruitment Group pay our respects to the Traditional Owners of country throughout Australia. We pay our respects to Elder’s past and present and acknowledge the valuable contribution Aboriginal and Torres Strait Islander people make to Australian society.