Manager, Process Excellence

Manager, Process Excellence

• Permanent Role
• Location Sydney, Melbourne, or Brisbane

About the role:

The objective of this role is to manage and maintain the Operational Framework for Home Claims. The role is central to the overall management, governance and effectiveness of Home Claims process tools and frameworks including Knowledge and Complaints Management Framework.

The role is accountable for ensuring processes are simplified for our people, meet regulatory requirements including CHaaFs and deliver an optimal customer experience.

Key Accountabilities:

• Lead the Customer Experience through the lens of Process and Governance that supports compliance with obligations through process excellence.
• Develop & manage the Home Claims Operational Framework to ensure delivery of accurate, honest, fair & efficient processes, knowledge articles and customer correspondence.
• Maintain & oversee the Complaints Management Framework. Frameworks should include details of roles, responsibilities, milestones and outcomes.
• Develop & operationalise the Regulatory Support Team (RST) strategy to ensure readiness to respond to ASIC or other regulatory requests as needed.
• Manage all Regulatory end to end requests that requires Home Claims input.
• Be the Regulatory Change subject matter expert for Home Claims and attend relevant forums.
• Engage regularly with Group Regulatory Affairs for awareness of external activity and potential needs from Home Claims.
• Engage with a Process and Governance Community of Practice across Consumer Insurance to ensure alignment where possible.
• Operate within the approved Risk Appetite Statement, comply with all laws, regulations and policies
• Take a Leadership role in the ‘Risk Trinity’, working with 1LR, 2LR, Compliance and QA to identify areas of opportunity to enhance HCC risk maturity whilst simultaneously enhancing the customer experience.
• Work with relevant initiative teams to understand future process opportunities and ensure that the Home Claims Customers processes and frameworks are fit for purpose for AI transformation.
• Manage team compliance to enhance effectiveness, mitigate risk and meet regulatory obligations
• Work with the Home Claims and Customer Experience, Learning &Change Leadership Team to deliver quality customer outcomes.

About You:

• Qualifications in Project Management, Business and/or related discipline - Desired
• Minimum 5 years insurance claims and/or financial services experience
• Minimum 3 years’ experience in leading people
• Previous Process and Governance experience (desired)

Key Capabilities:

• Considerable commercial experience in insurance or financial services.
• Advanced commercial acumen with an ability to seek and determine opportunities for competitive advantage.
• Advanced conceptual thinking with an ability to identify interdependencies among system elements that impact performance.
• Advanced communication skills with strong ability to convey, receive, and accurately interpret information.
• Advanced change management capability with proven success designing and implementing transition strategies.
• Advanced project management with an ability to establish priorities, drive development, monitor and adjust strategy and/or tactical plans to achieve objectives.
• Highly developed interpersonal and people management skills: ability to deal with people at all levels. Proven ability to work collaboratively with a diverse range of stakeholder to get the best outcomes for the Group
• Strength in leadership and the ability to harness information and to motivate and inspire teams
• Customer focussed – committed to increasing customer experience and delivering high quality solutions within required timeframes

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Advertised: 14 Jul 2025 AUS Eastern Standard Time
Applications close: 21 Jul 2025 AUS Eastern Standard Time