Lead Associate - Operations

About the role

The Lead Associate – Operations will manage insurance claims end‑to‑end, ensuring accurate coverage decisions, clear communication with customers and efficient claim resolution while controlling costs.

Key responsibilities

• Lodge new insurance claims and determine coverage through policy interpretation and analysis.
• Set clear expectations for claim processes and communicate management steps to customers.
• Negotiate and collect customer excess, educating on payment options.
• Manage claim financial outcomes by applying correct policy limits, laws, and preferred repair methods.
• Respond to enquiries from customers, suppliers, and third parties, focusing on cost management and timely claim progression.
• Ensure claim reviews are completed at each touchpoint and coordinate with suppliers for timely repairs or replacements.
• Identify process improvement opportunities and participate in testing to enhance efficiency and cost‑effectiveness.
• Make decisions within policy guidelines and delegation authority to achieve optimal outcomes for customers and the organisation.

Required profile

• Relevant tertiary qualification desired (Business, Finance, Commerce).
• Demonstrated responsibility for personal development and professional learning goals.
• Professional workplace behaviour and willingness to support team members.

Required skills

• Policy interpretation and claims assessment.
• Financial outcome management and cost control.