Head of Claims & Operations

MAYDAY Recruitment is seeking a Head of Claims and Operations to join a growing and highly respected underwriting agency operating within the Australian general insurance market.

This is a unique opportunity for an experienced claims professional who enjoys stakeholder management, relationship building, and influencing outcomes rather than managing a traditional claims portfolio.

Acting as the key link between brokers, insurers and external claims providers, you will play a pivotal role in ensuring claims are progressing effectively while delivering exceptional service to key partners.

Working closely with senior leadership, this role offers significant exposure to broker networks, insurer partners and claims service providers across the market.

What's in it for you?

• Full-time permanent role based in Sydney with hybrid working arrangements
• Highly visible position with direct exposure to executive leadership
• Opportunity to influence claims outcomes without managing a personal portfolio
• Strategic stakeholder management role across brokers, insurers and TPAs
• Exposure to complex and escalated claims matters
• Opportunity to drive service improvements and claims performance
• Growing business with strong market reputation and ambitious growth plans
• Collaborative and supportive leadership team
• Competitive salary package aligned with experience

Main responsibilities include:

• Act as the primary escalation point for brokers experiencing claims issues or service concerns
• Manage escalated claims matters and provide support on complex claims situations
• Handle complaints and Internal Dispute Resolution (IDR) matters
• Liaise with external Third Party Administrators (TPAs) and claims providers to ensure claims progress appropriately
• Build and maintain strong relationships with brokers, insurer partners and claims service providers
• Monitor claims performance and identify opportunities for improved customer and broker outcomes
• Influence claims providers where stronger action or intervention is required
• Ensure clear communication between all stakeholders throughout the claims process
• Support insurer and capacity partner relationships by providing confidence around claims outcomes and service delivery
• Contribute to claims strategy, service standards and continuous improvement initiatives
• Provide insights on claims trends, broker feedback and operational performance

The ideal candidate:

• 7+ years' experience within general insurance claims
• Strong technical claims knowledge across property, liability or commercial lines
• Experience handling escalated claims, complaints or dispute resolution matters
• Excellent stakeholder management and relationship-building skills
• Experience working with brokers, insurers, underwriting agencies or TPAs
• Strong understanding of Australian insurance regulations, AFCA and IDR requirements
• Commercially minded with the ability to balance customer outcomes and business objectives
• Confident communicator with the ability to influence senior stakeholders
• Looking to move into a more strategic, relationship-focused claims role

If this sounds like the right next step in your career, apply today.

For more information, please contact Niamh@maydayrecruitment.com