Step into a pivotal leadership role where you can make your mark on Youi’s Home Claims function. As Home Claims Manager, you’ll lead and develop a high-performing team, champion great customer outcomes, and play a key role in shaping culture, capability, and performance across the business. If you’re a calm, confident decision-maker who thrives in a dynamic environment and enjoys empowering others to succeed, this is an opportunity to lead with impact in a values-driven organisation.
This is an onsite role based at Youi’s Head Office in Sippy Downs, Sunshine Coast.
About the Role
You will lead multiple Team Managers, who each manage their own team of claims professionals. During Business-As-Usual periods, you will also have oversight of the CAT (Catastrophe) team, with a dedicated CAT Event Manager stepping in during major events. You will be known as a calm, considered, and approachable leader — someone who can remain composed under pressure, make timely and well-reasoned decisions, and support your teams through periods of high volume and complexity.
You will also represent Youi at external and industry events (including ICA Forums), and coordinate staff attendance at town halls and relevant external engagements, ensuring Youi’s Home Claims presence is professional, informed, and well represented.
In partnership with internal stakeholders across Youi, you will help ensure our CAT management strategy remains well-resourced and event-ready at all times.
What you’ll be doing
Leading and developing a multi-team structure, you’ll drive strong customer outcomes, engagement, and performance aligned with Youi’s values, while approving home claims within authority limits and ensuring compliance and quality. Across your teams, you’ll manage workloads, monitor performance, and work with analytics to identify opportunities for improvement and efficiency.
As a values-led leader, you’ll champion awesome service, build strong stakeholder relationships, and support your teams through change, peak periods, and CAT response with a focus on performance and wellbeing — including working closely with internal partners to maintain readiness for any future CAT event.
About you
We are looking for a leader who brings:
• Strong leadership experience in an operations environment, with the ability to lead multiple teams
• Claims experience and sound judgement in decision making
• Clear, confident decision-making with a calm and composed style under pressure
• An easy-going, approachable leadership persona that builds trust
• Strong analytical and reporting capability
• Experience in risk identification and mitigation
• Proven coaching and people development skills
• Ability to thrive in a fast-paced, changing environment
Why join Youi?
• Work within a values-driven, collaborative leadership team
• Make a real impact on customer outcomes, performance, and culture
• Ongoing development and career growth opportunities
• Work-Life Balance – 22 days of leave (including your birthday), paid volunteer day, and onsite wellness services.
• Wellbeing – Free fitness classes, free bike hire, onsite health checks, and a 24/7 employee assistance program.
• Enjoy social sports, health challenges, and two onsite cafés at our Sippy Downs Head Office.
