Overview
You enjoy leading large operational teams (120+ people), improving customer outcomes and making decisions that balance people, performance and service. The role involves reviewing claims performance, customer feedback and service levels and coaching leaders to resolve escalations and prepare for catastrophe events. You will work closely with senior leaders across Claims, Customer Service, Analytics and Risk, leading the team responsible for claims lodgements and the Vehicle & Leisure Claims experience.
Key Responsibilities
- Lead leaders across Claims Lodgements and Vehicle & Leisure Claims, providing coaching, feedback and development that helps teams perform consistently.
- Monitor customer experience measures, claims service levels, turnaround times, finalisation rates, complaints and performance dashboards to identify opportunities for improvement.
- Work closely with analytics and business intelligence teams to understand performance drivers and improve efficiency, quality and customer outcomes.
- Manage escalated claims and operational issues while balancing customer expectations, compliance requirements, cost and service outcomes.
- Be a key contributor to Youi's catastrophe (CAT) strategy, including event execution and post-event reviews.
- Spend time with leaders and stakeholders across the business to solve problems, remove roadblocks and keep claims operations running effectively.
Qualifications
- 5‐10 years as a senior leader within the general insurance industry.
- Strong leadership and stakeholder management skills with ability to develop leaders, build succession pipelines and strengthen teams.
- Data‐driven decision making using customer feedback and operational insight to improve performance.
- Calm, decisive under shifting priorities, especially during catastrophe events, major incidents or periods of increased demand.
- Ability to build trust across teams, challenge respectfully and turn ideas into practical outcomes that improve both customer and business results.
Benefits
- Performance‐based incentives and annual salary reviews.
- 22 days annual leave.
- Food trucks, themed days and team celebrations.
- Clear direction, regular coaching and opportunities to step into new roles.
- Free skin checks, flu jabs, wellbeing sessions, discounted gym access and discounted Youi insurance.
- Help customers get back on track when life doesn't go to plan.
Head of Lodgements and Vehicle and Leisure Claims in Sunshine Coast employer: Youi Insurance
At Youi, we pride ourselves on being an exceptional employer, offering a supportive work culture that values personal growth and development. As a Home Performance Consultant, you'll enjoy practical benefits like a maintained company car, performance-based incentives, and the flexibility of a 9-day fortnight, all while making a meaningful impact on customer satisfaction and service quality. Join us in our mission to redefine insurance by fostering strong relationships and driving continuous improvement across our national network of service providers.
