Head of Settlements – Motor Claims

About the role

Troocoo is recruiting an experienced, commercially minded Head of Settlements to lead a large-scale settlements function within an established and growing general insurance business. The role combines strong technical motor claims expertise with strategic thinking and a passion for developing high-performing teams. It sits alongside the broader claims leadership team and covers a complex, multi-site operation.

Key responsibilities

• Provide strategic and operational leadership across the settlements function, driving performance, service delivery and commercial outcomes.
• Lead and develop a team of managers, team leaders and technical claims professionals.
• Develop settlement strategies that balance customer experience, risk and commercial objectives.
• Establish negotiation approaches with insurers, legal representatives and other external parties.
• Monitor claims data, KPIs and performance trends to improve settlement times, accuracy, quality and costs.
• Identify and address claims leakage by reviewing settlement practices and strengthening technical standards.
• Oversee complex settlements, disputes and litigation-related matters, ensuring risk management and compliance with legislation and regulations.
• Partner with optimisation and operational stakeholders on process improvements, automation and emerging technologies.
• Manage operational performance and budget, and build relationships across the claims leadership team, including offshore operations.

Required profile

• Significant leadership experience in motor insurance claims, settlements or a closely related insurance function, ideally around 10 years in insurance or a comparable industry.
• Demonstrated experience leading leaders and managing large, complex operational teams.
• Strong understanding of claims costs, settlement negotiations, disputes and litigation, and of how to minimise claims leakage.
• Commercially astute, with a track record of operational improvement, process optimisation and change initiatives, including technology and automation.

Required skills

• Strong technical knowledge of motor insurance claims, settlement practices, relevant legislation and industry standards.
• Analytical, problem-solving and decision-making skills.
• Excellent communication, stakeholder management and influencing skills.
• A collaborative, coaching-oriented leadership style.

The position is based in North Brisbane, Queensland, office-based five days per week. Interested candidates can arrange a confidential conversation with the recruiter.