Claims Team Lead

Sure Insurance; Brisbane; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

Sure Insurance in Brisbane is seeking a seasoned Claims Team Lead to oversee a portfolio of insurance claims from lodgement to resolution. You will provide day-to-day leadership, technical guidance, and ensure efficient, compliant management aligned with our service standards and values.

The role suits a claims professional who excels at people development, solving complex problems, and contributing to a growing national business.

Qualifications

• Previous experience leading, coaching or mentoring a claims team.

Responsibilities

• Lead, coach and mentor a high-performing claims team
• Manage daily workflow, resource allocation and claim escalations
• Monitor team performance and service levels to achieve customer and business objectives
• Provide technical guidance and support on complex claims matters
• Conduct regular coaching, performance conversations and development planning
• Ensure claims are managed in accordance with policy terms, regulatory obligations and internal procedures
• Identify opportunities for process improvement and operational efficiencies
• Support recruitment, onboarding and training initiatives
• Foster a positive, accountable and customer-focused team culture
• Collaborate with internal stakeholders to drive continuous improvement and achieve business objectives

Skills

Leadership

Claims management

Coaching

Stakeholder management

Problem solving

Compliance

Job description

Sure Insurance is a property insurance expert who strives to ‘bring the fair back to insurance’ through placing the people at the centre of everything we do.

At the core of the Sure Insurance proposition is the discipline of risk selection through understanding and pricing risk more effectively than our competitors and ensuring that our interactions with consumers are always reflective of our core values:

• We act responsibly – we do what’s right and we follow through
• We are open – we listen and engage with all people and possibilities
• We keep it simple – we keep things clear and transparent
• We make things better – we’re proactive and challenge the status quo
• We put people first – we act with empathy, dignity and respect

The concept of ‘fairness’ is part of the Sure Insurance DNA and this starts with looking at consumers' specific risks, not just taking a generalised view based on their broader local area.

About the role:

Reporting to the Claims Manager, you will lead a team of Claims Consultants responsible for managing a portfolio of insurance claims from lodgement through to resolution.

You will provide day-to-day leadership, technical guidance, and support to ensure claims are managed efficiently, compliantly, and in line with Sure Insurance's service standards and values.

The role will suit an experienced claims professional who enjoys developing people, solving complex problems, and contributing to the success of a growing organisation.

Key Responsibilities

• Lead, coach and mentor a high-performing claims team
• Manage daily workflow, resource allocation and claim escalations
• Monitor team performance and service levels to ensure customer and business objectives are achieved
• Provide technical guidance and support on complex claims matters
• Conduct regular coaching, performance conversations and development planning
• Ensure claims are managed in accordance with policy terms, regulatory obligations and internal procedures
• Identify opportunities for process improvement and operational efficiencies
• Support recruitment, onboarding and training initiatives
• Foster a positive, accountable and customer-focused team culture
• Collaborate with internal stakeholders to drive continuous improvement and achieve business objectives

About You

• Previous experience leading, coaching or mentoring a claims team
• Strong technical knowledge of general insurance claims management
• Demonstrated ability to drive team performance and service excellence
• Excellent communication and stakeholder management skills
• Strong problem-solving and decision-making capabilities
• High attention to detail and commitment to compliance
• A customer-first mindset with a focus on delivering fair and timely outcomes
• Resilience, accountability and a positive leadership approach
• A values-driven insurer with national reach and regional roots
• Flexible working options – hybrid or office-based (HQ Capalaba, Brisbane)
• A collaborative, supportive team culture
• Opportunities to contribute to a growing and innovative national business
• Commitment to leadership development and internal progression