Head of Specialised Claims

About the Role

This is a critical leadership role responsible for the strategic and operational delivery of complex claims management services across A&G's core Motor and Motorbike product portfolios.

You will drive performance against annual business plans, design and execute initiatives that strengthen controls and systems, and build a high-performing, values-led team.

Key Responsibilities

Strategic & Operational Leadership

• Develop and deliver 12-month business plans aligned to the Claims & Assessing (C&A) divisional and broader A&G organisational strategy

• Accountable for FTE, OPEX, and achievement of annual claims cost and operating expense plans

• Identify and remediate underperformance, with accountability for impacts across a 6–12 month horizon

• Design and deliver an annual programme of operational excellence across all areas of functional accountability

Claims Management

• Oversee the efficient and effective management of high-risk claims, ensuring risks are proactively identified, managed, and mitigated

• Develop and deliver effective claims resolution strategies while maintaining the integrity of the underwriting model

• Collaborate closely with the Motor Leadership Team to ensure effectiveness of controls across Motor Claims cost pools and drive targeted outcomes across the claims management value chain

Customer & Complaints

• Lead high-level collaboration with the Customer Dispute Resolution (CDR) team on complaint management and process improvements to reduce escalation

• Ensure Level 1 complaints are managed appropriately and root causes are identified and addressed, preventing escalation to Internal Dispute Resolution

• Provide coaching and support to the Claims Department to reduce complaints and lift service standards

People & Culture

• Build and lead a high-performing team, fostering a culture of inclusion, belonging, and integrity

• Inspire and empower a work environment where employees connect their daily contributions to A&G's broader purpose

• Act as a role model for A&G values, driving commercial discipline, challenger ambition, effective risk management, and a One Team mindset

What You'll Bring

• Tertiary qualification in a relevant discipline and/or equivalent industry experience

• Demonstrated experience in Motor Claims and/or significant general insurance industry leadership

• Proven track record in continuous improvement and operational excellence

• Strong commercial acumen with the ability to manage competing priorities autonomously

• Exceptional interpersonal, verbal, and written communication skills

• Strong negotiation and influencing capability, with the ability to build and sustain effective relationships at all levels — internally and externally

Our Perks

• Location - This role will be based in our North Lakes office.

• 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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