Auto & General is the Australian arm of a private global group with 8,000 employees across 31 offices and over 8.9 million customers worldwide.
In Australia, Auto & General launched in 2000 and has grown to provide industry-leading motor, home and travel insurance products both directly through Budget Direct and via leading partnerships. With an Australian team of 1800+, Auto & General has a vision to be become Australia’s best insurer. As a leading challenger brand, Auto & General has experienced strong organic growth in Australia and has ambitious plans for continued future growth and business success.
About the role:
Reporting through to the Associate Director, Commercial Assessing & Supply, and a key member of the Assessing leadership team, the General Manager of Motor Assessing primary objective is to strategically steer control within Motor Claims by optimising performance and enhancing processes and capabilities to adapt to evolving customer needs and regulatory requirements.
Key to success is exemplary leadership, demonstrated through effective delivery across repair cost management, customer outcomes, productivity, and fostering genuine team engagement. By providing clear direction and fostering a culture of collaboration and accountability, you ensure that your team remains motivated and aligned with organisational objectives, driving excellence in all aspects of motor claims assessment.
In addition to leadership prowess, the GM Motor Assessing will play a key part in developing a scalable claims management business, encompassing assessing and repair activities. This involves continuously refining processes and capabilities to meet the dynamic demands of the industry while ensuring efficiency and effectiveness across all operations. Furthermore, nurturing leadership capabilities and enhancing control systems are essential for the continued maturation of the organisation. By investing in the development of your team's leadership skills and implementing robust control mechanisms, you ensure the long-term success and sustainability of the motor assessing function within the broader claims management landscape.
Specifically, key accountabilities include:
- Implement feedback mechanisms for customers and employees to drive continual improvements.
- Develop training programmes to enhance customer service skills and foster employee engagement.
- Invest in advanced reporting tools and analytics for real-time insights into business performance.
- Collaborate within the Claims and Assessing leadership team to establish well-defined control systems.
- Focus on creating systems that are replicable, predictable, measurable, and scalable.
- Foster a high-performing workforce and promote a culture of unity across multiple teams and locations.
- Design and execute a streamlined assessing journey from appointment to repair or total loss completion.
- Prioritise organisational agility and scalability to navigate changes effectively.
- Maintain the integrity of the Motor assessing model through strategic enhancements and adherence to standards.
- Lead Motor Claims Assessing teams to achieve optimal claims cost outcomes and high levels of customer service within a strong control environment.
- Provide support and guidance for escalated customer queries, complaints, and cases referred to AFCA.
To be considered for the position, you will be an exceptional Insurance leader who demonstrates extensive experience and record of achievements at a senior level across the insurance or financial services sectors. Having led Assessing functions, you will need to demonstrate a proven ability for analytical thinking and problem-solving. Your meticulous attention to detail is complemented by excellent written and verbal communication skills, ensuring effective collaboration and communication within diverse teams.
An understanding of Motor insurance and claims processes will be desirable in this key senior appointment. The ideal candidate will need demonstrate a strong grasp of relevant legislation, industry best practices, and operational intricacies. This knowledge will enable effective decision-making, ensures compliance with regulatory requirements, and facilitates the implementation of efficient claims management strategies. Additionally, proficiency in developing and executing operating plans to achieve key performance indicators (KPIs) will be a key success factor.
Lastly, the successful candidate will need to exhibit strong leadership qualities and a proactive approach to problem-solving. Fostering a collaborative and motivated work environment, where teams are empowered to excel and contribute to the organisation's success. Moreover, the ability to adapt to change and navigate challenges with resilience is essential for driving continual improvement and maintaining operational excellence in the face of evolving industry dynamics. Overall, the ideal candidate for this role combines formal qualifications or relevant experience, leadership acumen, industry knowledge, and a strategic mindset to effectively lead and elevate the Motor Assessing business.
For a strictly confidential discussion, please contact Callan Raine, Director - Executive on 0411 686 652. Alternatively, you can request a candidate pack by emailing executive@troocoo.com
Submit your application (CV and cover letter) via the apply button.