Claims Operations Manager – Insurance Repair & CAT Response

Claims Operations Manager – Insurance Repair & CAT Response

Company: ZWECK Location: Burleigh Heads Work type: Full-time Remote/on-site: Onsite

ZWECK is an internal Group Services division that partners with Aizer Group. We are seeking a Claims Operations Manager for our partner Aizer Insurance Builders.

Aizer Insurance Builders operates within the dynamic and demanding sectors of high-volume insurance repair and catastrophe response. They manage large-scale repair programs across Queensland and NSW, responding to events such as hail, storm, cyclone, flood, and fire.

We are looking for a highly organised, operationally driven leader to oversee front-end workflow performance, estimating throughput, queue management, and overall operational flow. This central role involves coordinating bookings, assessments, specialist engagement, estimating, and insurer workflows to ensure claims progress efficiently during both business-as-usual (BAU) and catastrophe (CAT) periods. The successful candidate will excel in fast-paced settings, enjoy resolving operational challenges under pressure, and be capable of leading teams through periods of intense workload.

About the Role

The Claims Operations Manager is responsible for maintaining operational flow and protecting estimating throughput within the front-end insurance repair operation. The role has a significant focus on:

• Queue management
• Workload balancing
• Workflow escalation
• Operational coordination
• Turnaround performance
• Proactively identifying and resolving bottlenecks before they impact delivery

This position requires an understanding of the operational realities of high-volume insurance repair environments and the ability to make swift, practical decisions to maintain workflow. A key aspect is ensuring estimators can focus on technical output by proactively addressing workflow delays, unresolved issues, and non-technical interruptions. The role is also responsible for driving estimating team operational performance, throughput outcomes, and workload accountability across both BAU and CAT operations.

Key Responsibilities

• Lead front-end claims workflow performance across high-volume insurance repair programs.
• Drive estimating team operational performance, throughput, and workload accountability.
• Support estimating teams to achieve turnaround targets and operational KPIs through effective workflow management and escalation handling.
• Identify and resolve operational bottlenecks before they impact delivery timeframes.
• Monitor aging files, specialist reporting delays, escalations, and workflow pressure points.
• Support the implementation and improvement of workflow systems, operational visibility, and reporting.
• Collaborate closely with insurer stakeholders and internal operational leaders to maintain service delivery outcomes.
• Support continuous improvement initiatives focused on throughput, operational flow, and scalability.

About You

You are highly organised, operationally minded, and comfortable leading within fast-moving environments where priorities shift rapidly and workload pressure is constant. You likely possess the following attributes:

• Naturally takes ownership.
• Enjoys solving operational problems.
• Communicates clearly and directly.
• Thrives under pressure.
• Can balance multiple competing priorities without losing control of workflow.
• Focuses on outcomes and movement rather than just reporting.
• Is process-driven but practical.
• Can make decisions quickly and confidently.
• Understands how to keep teams moving during periods of overload.
• Has strong operational instincts and urgency.

You do not need to be a career estimator, but you must understand operational workflow within insurance, construction, restoration, or high-volume service environments.

Skills & Experience

• Experience in insurance, construction, restoration, or high-volume operational environments.
• Strong operational coordination or workflow management experience.
• Leadership experience across claims, workflow, scheduling, or operational teams.
• Experience managing multiple competing priorities in fast-paced environments.
• Strong organisational and escalation management capability.
• Strong communication and stakeholder management skills.
• Experience improving systems, workflow, and operational processes.
• Strong systems and operational reporting capability.

The Offer

You will join a high-performing and rapidly evolving business. This role offers:

• Significant operational influence.
• Long-term growth opportunity.
• Exposure to large-scale CAT operations.
• A strong and experienced team environment.
• The opportunity to help shape the future operating model of the business.

If you are seeking a role where you can genuinely improve operational performance, drive workflow outcomes, and make a real impact within a growing business, we encourage you to apply.

Please submit your application via Seek.