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Claims Team Manager


Any Industry
Source: uWorkin


Claims Team Manager - Rest

  • Join Australia’s No.1 Life Insurer

  • New role and new team in Rest claims

  • Support to achieve your career goals!

This will be 5th claims team supporting Rest and their members. You will be responsible for leading a team of Claims Consultants, Claims Service Consultants and/or Officers to delivery exceptional claims handling and service experience in line with TALs claims philosophy, claims handling procedures and risk management framework.

You will be focused on providing a market-leading customer experience while appropriately managing risk and regulatory compliance. This will be achieved by ensuring strong operational disciplines, portfolio management, stakeholder engagement and ensuring cap

ability development across the team. The Team Manager is also responsible for the resolution of escalated issues or customer complaints, whilst delivering outcomes that align with TAL’s claims philosophy.

You will be contributing towards a culture of process improvement by driving localised process improvements and effective change management to embed required change within the team while ensuring a best practice approach to claims handling. You get the opportunity to contribute to department and company projects as required

What will you be responsible for?

Claims Management

  • Taking performance ownership of the teams Life Claims portfolio to ensure management with a focus on customer service, accurate assessment against policy terms, optimising return to health outcomes, and management of claims costs.

  • Resolution of customer complaint escalations including actions to drive improvement in customer service

  • Maintaining a strong risk culture ensuring adherence to all risk controls and processes;

  • Participation in case conferencing and peer discussions

  • Providing support with complex claims, claims liability determination, and claims strategy sign off above delegation limits, where required

Team Management

  • Operational management including daily work allocation and monitoring performance, resource management and team communication Use of operational reporting to ensure appropriate service and operational delivery

  • People management including recruitment and performance and development coaching of Claims Consultants’ technical and business capabilities in line with the TAL capability framework

  • Accountable for driving TAL’s Risk Culture across the team

  • Monitoring and oversight to ensure compliance/adherence to AL policies, procedures and guidelines ensuring claims management is in accordance with the TAL claims philosophy and external regulations (eg. Privacy and Life Insurance Code of Practice) and all relevant legislation and industry guidelines

  • All interactions with Customers, Advisers and other internal and external stakeholders adhere to TAL’s Customer Service Culture through the provision of high-quality, accurate and compliant work

What are we looking for?

  • At least 2 years’ experience in a similar team manager role within Financial Services/Insurance Industry or 5 years’ experience in a Claims Consultant (or similar) role• Strong knowledge of Insurance (Preference given to Life Insurance experience)

  • Demonstrated experience in operational management

  • Excellent communication and presentation skills

  • Sound knowledge of claims handling practices

  • Sound knowledge of the Life Insurance Code of Practice and associated assessment and operational requirements

  • Relevant tertiary qualifications in Business, Commerce, Health or Allied Health (desirable)

  • Diploma or Cert IV in Life Insurance, or equivalent (desirable)

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And, you value working together to find the best solutions for problems.

Important to us

Every Australian life is different. And we know the value of having different people from all walks of life with varied points of view.

Work is a big part of life, and we work hard to make it one of the best parts. We offer a workplace that’s inclusive and flexible, supporting our people with options that let them make the most of their careers. We don’t just say it; we do it.

We want to grow with you. Achieve with you. And support you to do your best work. We’re always looking for people who want to go further with us.

Why not see where we can go together?

Doing the right thing

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.