Solvd Australia is seeking a confident and capable senior leader with deep expertise in insurance claims to lead a high-performing motor claims team. As Customer Manager - Insurance, you’ll be instrumental in driving operational excellence, delivering exceptional customer outcomes, and aligning strategic goals with growth, efficiency, customer satisfaction, and innovation.
This role is ideal for someone who thrives in a fast-paced, customer-centric environment and brings a strong blend of technical knowledge, leadership capability, and strategic insight.
Key responsibilities
* Lead, mentor, and develop team leaders and motor claims consultants, fostering a culture of accountability, collaboration, and continuous improvement.
* Oversee end-to-end motor insurance claims processing, ensuring timely, fair, and customer-focused outcomes.
* Monitor KPIs, service levels, and customer feedback to identify trends and drive operational improvements.Build and maintain strong relationships with direct clients, and fleet partners, tailoring communication styles to suit diverse stakeholders.
* Manage escalations and complaints with empathy and professionalism, ensuring alignment with IDR and EDR (AFCA) standards.
* Ensure compliance with the General Insurance Code of Practice and other regulatory obligations, embedding quality and integrity into daily operations.
* Use claims data and performance insights to inform decision-making, validate concerns, and support continuous improvement.
* Prepare and present quarterly performance packs and service reviews, balancing client focus with internal achievements.
* Collaborate closely with sales and client experience teams to ensure service delivery aligns with sales commitments and resolve any gaps.
* Stay informed on industry trends, legislative changes, and market expectations to maintain Solvd’s position as a best-in-class claims provider.
What You’ll Bring
* 3+ years' experience in leadership within insurance claims, with experience managing high-performing teams, with a focus on accountability, collaboration, and continuous improvement.
* Strong client relationship skills, including handling complex accounts and resolving disputes.
* Demonstrated ability to manage complex motor insurance clients, rebuild strained relationships, and tailor communication styles for brokers, direct clients, and fleet partners.
* Ability to prioritise competing demands and drive operational efficiency.
* Solid understanding of compliance standards and claims regulations.
* Experience managing operational and reporting requirements in a fast-paced environment.
* Data-driven mindset with experience in reporting and performance analysis.
* Strong partnership skills with Business Development Managers and other stakeholders to ensure service delivery aligns with sales commitments and strategic goals.
* A forward-thinking mindset with awareness of industry challenges, market expectations, and legislative changes, and the ability to translate these into actionable strategies.
* Tertiary qualifications in Business, Marketing, Communications, or equivalent work-based experience.
What’s in it for you
* Flexible working arrangements, including hybrid options
* Reward and recognition, ongoing training and career development support
* Paid parental leave and additional leave options
* Health and financial wellbeing support, as well as a range of perks and discounts on everyday essentials
* A collaborative team environment with regular recognition initiatives
Solvd Australia is proud to be an equal opportunity employer.
We are committed to creating a diverse and inclusive workplace where everyone feels valued, respected, and empowered to thrive. We welcome applications from people of all backgrounds and identities, and we do not discriminate based on race, religion, ethnicity, national origin, gender identity or expression, sexual orientation, age, marital status, or disability.
We believe that diverse perspectives drive innovation and better outcomes, and we actively foster a culture of inclusion where differences are celebrated, and everyone has equal access to opportunities. If you require adjustments to the recruitment process or the role to support your application, please let us know. We’re here to help.