About the Role:
The Team Leader will lead and develop a high-performing Motor Claims Digital team by driving operational excellence, coaching people, ensuring compliance, and delivering consistent customer and commercial outcomes.
Position Accountabilities:
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People Leadership & Development - Lead and develop a high-performing team through regular coaching, feedback, and individual development plans. Set clear performance and behaviour expectations (including KPIs), conduct structured reviews (1:1s, RCATs, probation, and monthly TL reviews), and foster a positive, inclusive team culture built on trust, respect, and open communication
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Performance & Operations Management - Monitor individual and team performance against goals, manage digital queues and staff rostering (including the Real Time Desk), and ensure timely resource allocation to minimise customer wait times. Analyse operational KPIs and daily data to identify and implement continuous improvement opportunities
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Stakeholder Collaboration & Communication - Communicate clearly and consistently with team members through huddles, team meetings, and digital channels. Collaborate with the broader Motor Claims & Assessing leadership team on shared goals including workload strategies, process improvement, recruitment, and onboarding.
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Governance, Compliance & Risk - Conduct First Line Assurance reviews to ensure adherence to policies and procedures. Identify and mitigate operational risks, apply delegation of authority within business guidelines, support the complaints handling framework, and maintain compliance with OHS and other relevant policies
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Systems & Decision-Making - Demonstrate proficiency across claims tools and reporting systems (HiYA, DISC, Power BI, Aptean, Genesys). Apply sound commercial judgement to balance cost and customer experience, engage IT and facilities as needed, and undertake additional duties to support business operations.
Knowledge and Experience:
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1-2 years in a leadership role within a customer-facing organisation (Financial Services preferred).
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Previous Team Leader or equivalent experience.
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Experience in motor claims or general insurance is a huge plus!
- Proven ability to lead and motivate people.
- Demonstrated skill in managing critical stakeholder relationships.
- A natural at analysing and resolving problems.
- A core focus on customer outcomes and relations.
- Strong attention to detail and a coaching mindset.
- Ability to innovate and be creative in developing processes.
- Adept at managing conflict and negotiation.
- Proficiency in claims systems and digital platforms ( DISC, Power BI, Acumen, Genesys).
Our Perks:
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Location – This role will be based at our North Lakes office with approximately 1 day per month onsite visit at the Kawana site. They are both conveniently located close to amenities with onsite parking.
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Extra leave - Enjoy additional leave days on us! You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
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Paid parental leave - We support our new parents with paid parental leave and other benefits. Join our dedicated front-line teams to provide support, coaching and ensure quality deliverables to both our client and the company.
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Workplace giving - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities.
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Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.
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Employee discounts - You’ll receive discounts on Budget Direct insurance products.
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Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
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Onsite facilities – There are excellent end-of-trip facilities on offer and private spaces for nursing mothers.
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Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
About us:
Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.
Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Coles Insurance.
We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.
Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
- A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.
