Job Description

Why work with Assurant?

Assurant redefines the boundaries of protection - safeguarding and servicing connected devices, homes, automobiles, and commercial equipment in partnership with the world’s most successful brands.

When you join Assurant, you will be part of a community that cares. A diverse and supportive team culture will see you challenge yourself and motivate you to think out of the box.

With more than 100 years’ industry expertise, we are trusted by over 300 million consumers worldwide. We support global businesses that are advancing the connected world for their customers, making technology more accessible and eco-friendly.

Some of the benefits you'll get working at Assurant include:

• International and Local mentoring programs

• Two recharge days, and a cultural day annually to support work/life balance and celebrating what's important to you

• Discounted Employee Share Purchase Program

• Diversity panels and employee resource groups

• 10 weeks company paid parental leave including superannuation contributions while on unpaid leave

• Development programs and support for higher education

• Novated vehicle leasing

• Volunteering leave to give back to the communities we serve

• Hybrid work model

What's the role about?

Based in our Hawthorn East office, the Manager, Claims Operationsis responsible for overseeing the claims journey to ensure the procedure is handled efficiently, accurately, and in a manner that protects the interests of the insured parties while also providing satisfactory customer service from all levels of escalation.

This position will be responsible for the management and performance of the offshore and onshoreClaims areas across the assigned client portfolios ensuring the highest standard of customer service is delivered and claims are managed in the most cost effective and time efficient manner.

This position is also responsible for the regular review and analysis of these areas to ensure capacity planning, compliance with regulatory (internal and external) requirements and review of business processes and procedures - to identify improvements and efficiencies.

In addition, this role will:

• Oversee end-to-end claims operations, ensuring efficiency, consistency, and scalability, ensuring high-quality claims handling that delivers fair, timely, and consistent customer outcomes

• Translate business priorities into clear operational plans and performance targets taking into account client contractual key performance indicators

• Own and manage the end-to-end relationship with the respective outsourced vendor

• Actively engage with clients to support relationship management, service delivery alignment, and performance outcomes in line with contractual expectations

• Assist in the setting of respective vendor strategy, operating model, and service delivery frameworks

• Assist in the negotiation and managing of commercial arrangements, including scope, cost, and performance terms

Does this sound like you?

To be successful in this role, you will bring significant operational leadership experience with a proven track record of managing large, complex service delivery or claims-related programs. You are a confident stakeholder manager who can build strong relationships with clients and influence outcomes across multiple levels of an organisation.

Essential Requirements

• Significant experience in operational leadership roles.

• Demonstrated success managing large, complex service or claims programs.

• Strong client-facing experience with exceptional stakeholder management skills.

• Experience leading and developing both direct and indirect teams.

• Solid understanding of service delivery frameworks, including SLAs, operational metrics and performance management.

• Proven ability to thrive and deliver results in complex, fast-changing environments.

• Exposure to outsourced and/or offshore operational models (desirable)

Personal Attributes

• Mature, professional and highly credible leader.

• Resilient, confident and able to navigate challenging situations with composure.

• Agile and adaptable, with the ability to respond effectively to changing priorities.

• Strong commercial acumen and sound business judgment.

• Collaborative leadership style with a focus on building high-performing teams.

• Skilled at balancing people, customer and business outcomes.

• Self-sufficient and proactive, with the ability to operate independently and drive outcomes with minimal direction.

Interested? We've love to talk more...

Submit your resume and cover letter detailing your experiences and suitability for the role. The successful applicant will be subject to relevant background checks such as reference checks and a police check.

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.

If you need a reasonable accommodation or adjustment at any stage of the hiring process, please contact us. We are committed to ensuring an accessible and equitable experience for all candidates.

For further information about Assurant, please visit our website at https://www.assurant.com/

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way

Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

AI and Biometric Usage

Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video.

Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

Job Scam Alert
Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here