Anthony Roberts
Melbourne,Australia
Summary
Strategic and results-driven senior executive with over 20 years of leadership experience across the Insurance and Financial Services industry. Adept at leading large-scale, customer-centric operations and transformational change initiatives in complex, regulated environments. Proven expertise in driving service excellence, building high-performing cultures, and leading cross-functional teams. Passionate about stakeholder collaboration, operational efficiency, and continuous improvement to deliver measurable business outcomes.
Overview
24
24
years of professional experience
Work History
General Manager, Australia
Dye & Durham
Melbourne, Australia
08.2024 - Current
- Hold full P&L accountability and strategic leadership for national operations, overseeing service delivery across all states and territories.
- Lead end-to-end execution of home loan settlements and legal/litigation search services for clients in the legal and financial sectors, including the Big 4 banks.
- Drive business growth and operational performance by aligning national strategy with global priorities in collaboration with teams in Canada and the UK.
- Strengthen enterprise relationships through executive-level engagement and a customer-first culture, ensuring high-quality outcomes and service excellence.
Director of Operations, Australia
Dye & Durham
Melbourne, Australia
07.2023 - 08.2024
- Directed the strategic and operational functions of Australian Financial Services and Customer Support divisions, with a focus on efficiency, compliance, and service quality.
- Managed national teams and service delivery across Australia, working closely with high-profile legal and banking clients, including the Big 4.
- Collaborated globally with international teams in Canada and the UK to align operational practices, share best practices, and ensure consistent client experience.
- Played a key role in defining and executing strategic initiatives to support growth and transformation across the organisation.
Senior Manager Insurance (AustralianSuper)
LinkGroup
Melbourne, Australia
06.2021 - 06.2023
- Lead the strategic and operational delivery of the life insurance claims function for AustralianSuper members.
- Manage a workforce of 180 (including 4 direct Operations Managers), delivering high-quality service outcomes and regulatory compliance.
- Operate within a tri-party partnership model between AustralianSuper, TAL, and LinkGroup, ensuring alignment across stakeholders.
- Accountable for service delivery, member satisfaction, claims processing efficiency, and cost control.
Operations Manager Insurance (AustralianSuper)
LinkGroup
Melbourne, Australia
08.2018 - 06.2021
- Oversaw the end-to-end claims experience across Income Protection, Terminal Illness, and Total & Permanent Disability.
- Led 6 People Leaders and ~70 indirect team members, embedding a high-performance culture.
- Drove continuous improvement initiatives and contributed to strategic planning with external partners (AustralianSuper and TAL).
Regional Manager, Claims Services (Home Claims)
Suncorp
Melbourne, Australia
05.2017 - 08.2018
- Led short-tail home claims operations across VIC, TAS, SA, and WA for multiple Suncorp brands.
- Delivered exceptional customer experience and strong financial outcomes through efficient claims handling.
Operations Specialist (Home Claims)
Suncorp
Melbourne, Australia
04.2016 - 05.2017
- Provided analytical insights and operational support to optimise claims processes and identify improvement opportunities.
- Supported compliance and quality initiatives across the national home claims network.
Operations & Assessing Manager (Home Claims)
Suncorp
Melbourne, Australia
04.2014 - 04.2016
- Managed a large-loss claims portfolio across southern states, overseeing up to 100 staff.
- Delivered operational oversight across claims, home assessment, and supplier coordination.
National Event Response Manager (Home Claims)
Suncorp
Melbourne, Australia
12.2013 - 04.2014
- Directed Suncorp’s natural disaster response including the Blue Mountains bushfires.
- Coordinated end-to-end claims response with internal teams, local government, and the Insurance Council of Australia.
- Secondment
National Event Response Operations Manager (Home Claims)
Suncorp
Melbourne, Australia
01.2011 - 12.2013
- Supported major national disaster recovery operations including Cyclone Yasi and Tasmania bushfires.
- Scaled response teams from 40 to 120 during peak demand, ensuring continuity of service and compassionate member support.
Contact Centre Manager (Sales & Service)
Suncorp
Melbourne, Australia
01.2011 - 01.2012
- Additional Roles at Suncorp:
Operations Manager (Claims Assist / Sales & Service)
Suncorp
Melbourne, Australia
08.2007 - 01.2011
- Additional Roles at Suncorp:
Team Leader (Sales, Service, Claims Assist)
Suncorp
Melbourne, Australia
10.2004 - 08.2007
Sales & Service Operator
Suncorp
Melbourne, Australia
11.2003 - 10.2004
International Travel Consultant
Flight Centre Limited
Melbourne, Australia
01.2003 - 11.2003
Travel Consultant
Inta-Global (Inta-Aussie)
Los Angeles & Las Vegas
12.2001 - 12.2002
Education
Business Management
Federation University (formerly Ballarat University)
Ballarat, VIC01.2001
Skills
- Executive Leadership & People Development
- Stakeholder Engagement & Relationship Management
- Insurance and Financial Services Operations
- Change Management & Business Transformation
- Customer Experience Strategy
- Regulatory & Compliance Management
- Customer Centric Service Management
- Budget Management & Operational Efficiency
- Strategic Planning & Execution
Timeline
General Manager, Australia
Dye & Durham
08.2024 - Current
Director of Operations, Australia
Dye & Durham
07.2023 - 08.2024
Senior Manager Insurance (AustralianSuper)
LinkGroup
06.2021 - 06.2023
Operations Manager Insurance (AustralianSuper)
LinkGroup
08.2018 - 06.2021
Regional Manager, Claims Services (Home Claims)
Suncorp
05.2017 - 08.2018
Operations Specialist (Home Claims)
Suncorp
04.2016 - 05.2017
Operations & Assessing Manager (Home Claims)
Suncorp
04.2014 - 04.2016
National Event Response Manager (Home Claims)
Suncorp
12.2013 - 04.2014
National Event Response Operations Manager (Home Claims)
Suncorp
01.2011 - 12.2013
Contact Centre Manager (Sales & Service)
Suncorp
01.2011 - 01.2012
Operations Manager (Claims Assist / Sales & Service)
Suncorp
08.2007 - 01.2011
Team Leader (Sales, Service, Claims Assist)
Suncorp
10.2004 - 08.2007
Sales & Service Operator
Suncorp
11.2003 - 10.2004
International Travel Consultant
Flight Centre Limited
01.2003 - 11.2003
Travel Consultant
Inta-Global (Inta-Aussie)
12.2001 - 12.2002
Business Management
Federation University (formerly Ballarat University)