About the role

The General Manager Claims is accountable for the strategic and operational leadership of RACT Insurance's Claims and Assessing function. As a member of the Senior Management Team, this role drives claims performance, customer experience, and cost outcomes, while ensuring decisions align with RACTI's business objectives and risk appetite.

The role builds a high-performing leadership team, embeds continuous improvement across claims processes, and ensures the function remains compliant, resilient and member-focused.

Key responsibilities

• Lead the execution of RACT Insurance's strategic priorities within the Claims function, ensuring alignment with broader business goals.
• Drive service standards, performance, and effective resolution of complaints and disputed claims, including occasional direct handling of highly escalated complaints requiring GM-level intervention.
• Build a high-performing, engaged team and achieve results by focussing on vision, role-modelling, nurturing diversity & inclusion, and inspiring teams to achieve organisational objectives while reaching their full potential.
• Manage claims costs, leakage, and recovery outcomes internally, and externally through effective procurement and supplier oversight.
• Maintain accountability for the performance, effectiveness and governance of the claims supply chain, ensuring supplier arrangements deliver agreed service, cost, quality and member outcomes.
• Identify claims-related risks, ensure appropriate controls are designed and implemented, and monitor their ongoing effectiveness, maintaining first line of defence accountability and compliance with legislation, regulatory obligations, and delegated authorities.
• Manage budget, FTE, and approvals for ex-gratia payments, recoveries, and large claims within authority.
• Drive process improvements and lead the claims response during major incidents and BCP.
• Act as a Responsible Manager as defined by ASIC RG105.

About you

• Tertiary qualification in Business, Insurance, or a related discipline or substantial equivalent.
• Minimum 7 years’ experience in General Insurance, including senior leadership positions, with at least 3 years in the last 5 years managing claims department.
• Proven track record leading and developing high-performing teams and leaders, with strong experience in people and performance management.
• Sound understanding of insurance and claims processes, relevant legislation (e.g. Insurance Contracts Act, Privacy Act, APRA and ASIC requirements), and risk and compliance frameworks.
• Demonstrated ability to balance commercial outcomes, customer experience, and risk management, with strong analytical, problem-solving, and decision-making skills.
• Highly developed communication, negotiation, and stakeholder management skills, with the ability to build relationships and influence outcomes across all levels of the business.
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