Head of Claims Enablement & Assurance

Location: CANNON HILL, QLD

Salary: Award

Job Type: Contract position | Full time position

This role ensures the organisation has the performance frameworks, and quality assurance systems required to deliver consistent, compliant, and high-quality customer outcomes. It integrates workforce planning, performance management, customer complaints, remediation and quality assurance into a cohesive framework that drives continuous improvement, operational excellence, and customer advocacy. Leading a team of specialists, your key accountabilities include:

Setting strategic direction for performance measurement, workforce planning, and operational reporting across the Claims Group, providing data-driven insights and recommendations to senior leadership Leading the end-to-end complaints management strategy and governance, driving best-practice complaint handling, systemic issue resolution, and continuous improvement Providing strategic oversight of the Claims Quality Assurance framework - including benchmarks, metrics, evaluation criteria, and governance - ensuring alignment to business, customer, and regulatory requirements

Partnering with Risk and business leaders to drive remediation outcomes, strengthen controls, and embed corrective actions that prevent recurring issues