The role
The purpose of this role is to lead and develop a team of Home Claims Technical Trainers, ensuring the effective delivery of technical training, content management, and adherence to best practice across the Home Claims & Assessing teams.
This role will drive continuous improvement in processes and performance through
strategic oversight of training and coaching activities, fostering a culture of high
performance with high integrity within Home Claims & Assessing.
What you’ll be doing
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Team Leadership: effectively lead, manage, coach and develop a team of Technical Trainers. This involves setting clear expectations and role clarity for team members, performing leader governance activities such as RCATs, Performance reviews and 1:1s, ensuring high performance, engagement, and adherence to company standards.
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Delivery of Initiatives: Manage workload prioritisation of key initiatives and resource allocation for the technical training team to meet business demands.
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Capability Uplift: Driving the technical training team through successful embedment of new processes and projects through considered communication, effective training plans, and assessments to determine capability uplift. Technical Trainer Lead Position Description | V1.0 | July 2025
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Quality Assurance & Compliance: Ensuring adherence to quality standards and compliance obligations within Home Claims & Assessing, this will be done by maintaining an advanced knowledge of GICOP regulations, company processes, systems, products, and brands to guide the training team and ensure accuracy of content. Take all reasonable directions from leaders to comply with the organisation’s workplace health & safety (WHS) protocols. WHS is everyone’s responsibility.
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Process Improvement: Ensuring effective auditing of adherence to process and using data to drive improved process efficiencies through the Home Claims Management team. Collaborate with the Home Controls Manager to develop and implement strategies that streamline team performance and Home Claims & Assessing processes.
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Stakeholder Management: Foster strong relationships and effective collaboration with both onshore and offshore Home Leadership teams, Learning and Development and other internal stakeholders to ensure alignment, knowledge sharing and optimisation of business outcomes.
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Performance Monitoring and Reporting: Analyse information from various sources within Home Claims & Assessing to develop and implement reporting focused on capability performance and assess effectiveness of our training and processes. Provide regular reports to the Home Controls Manager showcasing achievements and areas for improvement.
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Leadership and Influence: Exhibit strong leadership skills by inspiring, motivating and influencing team members to achieve high levels of technical proficiency, fostering a culture of continuous learning, collaboration and excellence.
What experience you’ll bring
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Minimum 3-5 years' experience in Home Insurance, with at least 1-2 years in a Team Leader or equivalent leadership role. Internal A&G experience is highly desired.
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Proven experience in technical training design, delivery, and content management within a claims environment.
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Solid working knowledge of insurance legislation and procedures, particularly Home Claims, is highly desirable.
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Excellent coaching and mentoring skills, preferably utilising Coaching Conversations methodology.
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Demonstrated ability to lead, manage, and develop a team to high performance.
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Strong analytical skills with the ability to identify trends, knowledge gaps, and process improvement opportunities from data.
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Exceptional interpersonal, verbal, and written communication skills, with the ability to adapt to differing situations, stakeholders and skill levels.
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Ability to build and sustain effective relationships both internally and externally, including influencing senior stakeholders.
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Ability to multitask, prioritise workload, and manage competing priorities in a fast-paced, high-pressure environment.
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Proactive and energetic approach with a genuine passion for continuous improvement and driving change.
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Self-starter and comfortable using your own initiative.
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Ability to positively accept and promote change.
The benefits of working at A&G
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Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
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Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
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Grow with us - we’ve got learning and professional development opportunities to suit everyone.
- Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
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Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
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Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
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Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
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Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.
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.
