Customer Claims Portfolio Manager

• Oversee motor claims portfolio performance and customer outcomes
• Drive improvements by managing key claim types and stakeholder collaboration
• Brisbane / Sydney / Melbourne  

About the role

The role of the Customer Claims Portfolio Manager is to oversee the health, size and Customer outcomes within the motor claims portfolio. You will be responsible for the performance and operational accountability of SVA, Natural Hazard, Fire, Theft, and admin tasks associated with all motor claims, with the ultimate goal of reducing life of claim, number of open claims and improved customer outcomes. You will liaise with the supplier team, offshore partners and other internal stakeholders to monitor performance, adjust, react and implement changes to improve these metrics.

What you'll do

• Work collaboratively with all members of the Motor Claims leadership team and across the business to support, where appropriate, the management of claims to closure
• Find ways to and solutions to get claims closed, implementing a feedback loop for future enhancements
• Provide strong leadership to engage, empower and motivate the team to deliver exceptional customer experiences – ensuring ongoing trust in the Suncorp brands
• Identify and lead continuous improvements initiatives to improve the customer experience and drive a reduction in complaint numbers nationally
• Advocate to improve the customer pain points identified through complaints received working closely with the Manager Motor Claims and Executive Mangers to support improvements across the business
• Manage team compliance to enhance effectiveness, mitigate risk and meet regulatory obligations

What you'll bring 

• 10+ years commercial experience in insurance or financial services
• 3+ years’ experience in customer solutions or similar roles (expert level claims management
• knowledge)
• 3+ years’ experience in business improvement/operations
• Proven leadership skills with ability to build and maintain and high performing culture and team
• Extensive knowledge and ability in applying dispute resolution skills to complaint situations.

 Customer Claims Portfolio Manager PD.docx

If you require any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact phillip.jarratt@suncorp.com.au for a confidential conversation.

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Advertised: 04 Aug 2025 AUS Eastern Standard Time
Applications close: 11 Aug 2025 AUS Eastern Standard Time