Head of Claims Operations & Excellence

Avant is Australia’s leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 130 years.
Avant now represents 90,000 health practitioners and medical students across every state and territory, delivering market leading products and services to meet their professional, personal and practice needs. Building on this heritage, our vision is to be the most trusted professional partner in supporting doctors throughout their lives and careers.
As a mutual organisation, owned by members and run purely for their benefit, our members are at the centre of all we do. As well as providing products and services to our member, we play a broader community role by advocating for improvements in the healthcare system and in quality, safety and professionalism in medicine, through delivering education and research activities.
Avant Mutual is looking to hire a Head of Claims, Operations & Excellence who will ensure accountability for end-to-end Claims & Legal Operations Management within our medical indemnity business. This is a permanent, full-time role that can be located in Sydney, Brisbane or Melbourne.
This role is accountable for ensuring best practice national standards for process and services, using data to ensure operations, claims and legal management teams are providing services to our member within set standards.

The key responsibilities include:

• Own and drive end-to-end process excellence across claims and legal management.
• Provide oversight to ensure critical operations are executed in alignment with standard processes and service level agreements (SLAs).
• Manage commercial performance and quality outcomes in collaboration with internal stakeholders and external legal panels and experts.
• Lead and champion the strategic change agenda in partnership with the business unit.
• Contribute to the development of claims and legal strategy models, and execute initiatives in collaboration with peers and direct reports.
• Deliver reporting and insights on key drivers impacting claims and legal P&L expenses.

To be successful in this role you will have:

• Proven experience managing stakeholders at the C-suite level.
• Over 7 years of experience in Operations Management.
• Background in insurance operations highly desirable.
• More than 5 years of people leadership experience.
• Demonstrated leadership of cross-functional, nationally distributed teams preferred.
• Strong commercial acumen with a strategic business mindset.
• Solid understanding of P&L management, business planning, and execution.
• Familiarity with national insurance and medico-legal regulatory frameworks is advantageous.
• Exceptional relationship-building and stakeholder engagement skills.
• Proven ability to drive and deliver results aligned with KPIs and short-term incentive (STI) objectives.

Why work at Avant?

• At Avant, our people are the centre of everything we do for our members. We offer a range of benefits and opportunities to enable you to make a difference, learn, and grow in your career.
• We value our people by offering an inclusive workplace with a diverse range of benefits, flexible working options, career development, and internal mobility opportunities. Our flexible working arrangements are designed to enable genuine work-life balance.
• Your development is our priority and we have a variety of learning and development programs that will support you in your career.
• We offer support to our people via Employee Assistance Program (EAP), Health and Wellbeing programs, Tertiary Education Sponsorship and Support.
• We have a diverse and connected work environment where your contribution and ideas will be valued and respected and make a real difference to the lives of others.

For further information please contact Lisa Craddock, Talent Acquisition Business Partner on [email protected].
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