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Chief Claims Officer

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About the role

Chief Claims Officer

Reporting to the Divisional CEO, the Chief Claims Officer is a pivotal strategic leadership role within a well-established Queensland organisation. This role oversees the full lifecycle of claims management, ensuring efficient service delivery, operational excellence, and continuous improvements to enhance customer outcomes.

The position is responsible for leading a large, diverse team of claims professionals across assessments and claims management functions. It requires a senior leader who provides strategic oversight and drives optimisation of claims operations.

As a key member of the Senior Leadership Team, the Chief Claims Officer will contribute to the development of company and workforce plans, ensuring alignment between claims operations and the organisation’s long-term objectives. Additionally, this role will play a key part in enhancing the organisation’s brand, reputation, and stakeholder relationships, fostering positive engagement with customers and external partners.

Key Responsibilities

Strategic Leadership:

Lead the strategic direction for claims management, assessment, and stakeholder engagement, ensuring alignment with corporate goals.
Contribute to the development and execution of corporate and strategic roadmaps, working closely with the Executive Leadership Team.
Develop and implement business strategies that translate corporate objectives into actionable plans for claims, determinations, and stakeholder engagement.

Claims and Assessments Oversight:

Provide executive leadership over claims management and determinations, ensuring effective and efficient claim processing from initiation to resolution.
Collaborate across the division to establish and implement an optimal operating model for claims and assessments, aligning with organisational priorities and service excellence.
Ensure financial discipline, risk control, and budget adherence across all claims and determinations functions, including managing claim expenses.
Monitor and enhance claims outcomes.
Develop and implement strategies to cultivate productive relationships with a wide range of stakeholders.
Oversee initiatives aimed at improving stakeholder engagement, strengthening the organisation’s reputation, and optimising customer and community outcomes.
Maintain strong industry relationships to drive sector-wide collaboration and innovation.

Operational Excellence:

Drive continuous improvement across claims and assessments, implementing process enhancements aligned with operational objectives.
Utilise data insights and analytics to inform strategic decision-making and anticipate trends in claims and premium performance.
Lead a large workforce, fostering a high-performance culture, workforce planning, and effective people management.
Ensure compliance with financial, audit, and records management standards, maintaining effective risk management frameworks.

Organisational and People Leadership:

Lead, mentor, and develop high-performing teams across Claims, Assessments, and Stakeholder Engagement, fostering collaboration, accountability, and professional growth.
Promote a human-centered leadership approach, supporting employee engagement, development, and talent retention.
Set clear business standards, performance metrics, and customer outcome targets, ensuring quality, efficiency, and cost-effectiveness.

Skills & Knowledge

- Tertiary qualification in business, law, or a related discipline. Postgraduate qualifications highly regarded.
- Extensive experience in a senior or executive leadership role, with proven strategic oversight and leadership in complex, high-stakes environments.
- Strong financial and business acumen, including expertise in budgeting, forecasting, and financial reporting.
- Demonstrated experience in senior management roles with strategic planning and execution responsibilities.
- Proven ability to lead operational functions and drive successful outcomes for an organisation.
- Strong knowledge of claims management functions and premium structures.
- Highly developed financial management skills, including business case development and budget management.
- Exceptional verbal, written, and presentation skills, with the ability to convey recommendations clearly and persuasively.
- Experience managing complex negotiations, consultations, and partnership arrangements with diverse stakeholders.
- Strong ability to work collaboratively with teams and internal stakeholders to achieve organisational goals.
- Ability to engage in constructive discussions, explore alternative viewpoints, and achieve consensus-driven outcomes.
- Proven capability in influencing and negotiating across all levels of the organisation and external partnerships.
- Ability to establish and maintain strong working relationships with internal and external stakeholders.
- Demonstrated success in leading large, diverse teams in complex, high-value operations.
- Expertise in stakeholder engagement, with a strong ability to influence and negotiate.
- Deep understanding of digital transformation and technology integration within claims management and stakeholder engagement functions.
- Strong strategic planning and execution capabilities, with a track record of driving organisational change and process enhancements.
- High-level leadership and mentoring abilities, fostering a culture of collaboration and results-driven performance.
- Advanced problem-solving and analytical skills, leveraging data insights to make informed strategic decisions.

How to Apply

Requirements

To be considered, please provide the following information in your online application, for the assessment of your suitability:

A short (no more than two pages) statement focusing on how you align with the core accountabilities outlined in the role statement below.
Your current CV highlighting your relevant experience, qualifications, and achievements.

If you need assistance with your application please reach out to us.

Download Position Description