We’re partnering with one of Australia’s most progressive general insurers to recruit an exceptional leader to take the helm of their Home Operations function They are an international award winning challenger insurance brand who has enjoyed consistent year on year growth. They are an employer of choice and they are innovative and purpose-led, and today they are seeking to appoint a customer-obsessed operational leader to drive transformation across high care, complaints, digital lodgment and business optimisation.

This is a unique opportunity for a Senior Manager to take their next career step into a ‘Head Of Home Claims Operations’ role.

You’ll be empowered to drive end-to-end service excellence, uplift operational performance, and deliver systemic improvements that enhance customer experience, cost efficiency, and claims resolution outcomes.

Reporting to a seriously engaging GM – Home Claims Management, this newly created role suits a commercially astute, empathetic leader who can balance regulatory compliance with service innovation. With national and offshore team oversight, it’s a chance to shape strategy, influence digital transformation, and make a lasting impact on one of Australia’s most recognised home insurance brands.

This role is perfect for someone who thrives in a fast-paced, regulated environment, loves improving customer journeys, and has the influence to lead cross-functional teams without direct control. Who brings solid Senior Management experience and is ready for their next step into a ‘Head Of’ responsibility. You will be accountable for the performance of several high-impact functions including:

• Lodgment operations (incl. offshore coordination)
• Level 1 complaints management
• High Care/vulnerable customer service
• Digital optimisation and business process improvement

Your focus will be on improving service performance, reducing escalations, optimising processes, and enabling customer-centric decision-making across teams.
Key Responsibilities will include:

• Lead and uplift teams across lodgement, complaints and business optimisation
• Partner closely with the offshore lodgement team to ensure SLAs and customer outcomes are consistently met
• Own the operational reporting, knowledge management, and continuous improvement program
• Collaborate with Digital, Legal, Underwriting, Product and Commercial to optimise journeys and reduce risk
• Reduce complaint escalation through systemic improvements and root cause remediation
• Ensure operational readiness, compliance, and agility in response to change
• Demonstrated ability to challenge and improve policies to balance commercial and regulatory objectives.
• Capability to establish and maintain robust internal controls and benchmarks.

What you will bring to the role:

Leadership & People Management

• Proven success inspiring and sustaining a high-performance, high-integrity culture.
• Demonstrated ability to lead, coach, and develop teams in a high-pressure environment.
• Capability to motivate and engage diverse teams, including remote and international collaboration
• A preference to promote inclusion, ethical leadership, and aligning team purpose with organisational vision.

Strategic & Operational Execution

• Proven experience in designing and delivering strategic business plans.
• Ability to execute BAU and transformational change simultaneously.
• Strong control and system improvement execution experience.
• Ability to prioritise and drive multiple initiatives and meet organisational KPIs (e.g., repair cost, operational efficiency, customer outcomes).

Customer Experience, Complaints & High Care Management

• Extensive background in managing complaints and ideally vulnerable customers with empathy and differentiation.
• Demonstrated experience in service recovery and complaint resolution, including escalation prevention.
• Ability to execute BAU and transformational change simultaneously.

Stakeholder Engagement & Collaboration

• High-level ability to engage internal stakeholders: including executive stakeholders (CFO & Legal) and cross functional leaders
• Skilled at influencing and communicating with senior leaders and cross-functional teams.
• Proven capability in collaborating across departments to resolve systemic issues and improve customer journeys.

Risk Management & Compliance

• Strong understanding of risk frameworks, compliance standards, and regulatory obligations (e.g., Australian Consumer Law, Privacy Act).
• Demonstrated ability to challenge and improve policies to balance commercial and regulatory objectives.
• Capability to establish and maintain robust internal controls and benchmarks.

Insurance Claims Knowledge

• In-depth knowledge of Home Claims operations and insurance industry practices.
• Understanding of end-to-end claims lodgment, assessment, and resolution processes.
• Familiarity with repairer management, cost containment, and replacement strategies.

Digital, Innovation & Continuous Improvement

• Ability to drive digital engagement strategies and promote self-service models.
• Experience with business process optimisation and change management.
• Strong systems thinking and root cause analysis and process mapping skills.
• Accountability for knowledge and content management, including learning material updates.

Communication & Influence

• Exceptional written communication and storytelling skills, especially for senior and executive stakeholders.
• Ability to translate complex data and insights into actionable narratives.
• Capable of managing media-sensitive and legally complex issues with poise.

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!
• Work alongside executive leaders to influence change at scale
• The opportunity to deliver meaningful outcomes for vulnerable customers
• Lead the charge on digital and operational uplift
• Join a high-performing, values-led business going through exciting growth

So, if you’re a strategic and hands-on operational leader ready to shape the future of claims management in a fast-paced, customer-focused environment, we’d love to hear from you. This is a rare opportunity for a Senior Manager to leverage off their Insurance and senior leadership experience and step into a Head Of role, to lead critical operational functions: Lodgment, Complaints, High Care, and Digital, within one of Australia’s fastest-growing general insurers. Join our client to help them deliver smarter, more caring experiences for millions of Australians. Apply now or contact us for a confidential discussion. Lorraine on 0431 767 528 or Louisa on 0459 991 061.

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.