About Auto & GeneralAuto & General is the Australian arm of a private global group with 8,000 employees across 31 offices and over 8.9 million customers worldwide.In Australia, Auto & General launched in 2000 and has grown to provide industry-leading motor, home and travel insurance products both directly through Budget Direct and via leading partnerships. With an Australian team of 1800+, Auto & General has a vision to be become Australia’s best insurer. As a leading challenger brand, Auto & General has experienced strong organic growth in Australia and has ambitious plans for continued future growth and business success.About the role:Reporting through to the Associate Director, Commercial Assessing & Supply, and a key member of the Assessing leadership team, the General Manager of Motor Assessing primary objective is to strategically steer control within Motor Claims by optimising performance and enhancing processes and capabilities to adapt to evolving customer needs and regulatory requirements.Key to success is exemplary leadership, demonstrated through effective delivery across repair cost management, customer outcomes, productivity, and fostering genuine team engagement. By providing clear direction and fostering a culture of collaboration and accountability, you ensure that your team remains motivated and aligned with organisational objectives, driving excellence in all aspects of motor claims assessment.In addition to leadership prowess, the GM Motor Assessing will play a key part in developing a scalable claims management business, encompassing assessing and repair activities. This involves continuously refining processes and capabilities to meet the dynamic demands of the industry while ensuring efficiency and effectiveness across all operations. Furthermore, nurturing leadership capabilities and enhancing control systems are essential for the continued maturation of the organisation. By investing in the development of your team's leadership skills and implementing robust control mechanisms, you ensure the long-term success and sustainability of the Motor Assessing function within the broader claims management landscape.Specifically, key accountabilities include:
- Implement feedback mechanisms for customers and employees to drive continual improvements.
- Develop training programmes to enhance customer service skills and foster employee engagement.
- Invest in advanced reporting tools and analytics for real-time insights into business performance.
- Collaborate within the Claims and Assessing leadership team to establish well-defined control systems.
- Focus on creating systems that are replicable, predictable, measurable, and scalable.
- Foster a high-performing workforce and promote a culture of unity across multiple teams and locations.
- Design and execute a streamlined assessing journey from appointment to repair or total loss completion.
- Prioritise organisational agility and scalability to navigate changes effectively.
- Maintain the integrity of the Motor assessing model through strategic enhancements and adherence to standards.
- Lead Motor Claims Assessing teams to achieve optimal claims cost outcomes and high levels of customer service within a strong control environment.
- Provide support and guidance for escalated customer queries, complaints, and cases referred to AFCA.