Claims Team Lead: Customer-Centric & Compliance

TAL Services Limited; Sydney; On-site; AUD 130,000 - 170,000; Full time

Job summary

TAL is seeking a senior leader to head a claims team within the Australian life insurance space. You will drive performance, coach staff, and ensure outcomes align with customer needs while maintaining regulatory compliance.

You will balance service quality with cost considerations, resolve escalations, and promote continuous improvement across claims operations. This role anchors risk management and trust across customer interactions.

Qualifications

• Experience leading teams in insurance, financial services or claims environments.
• Strong claims management knowledge, ideally within Life Insurance.
• Operational leadership for workloads, performance and service delivery.

Responsibilities

• Lead a high-performing claims team to deliver timely, fair and customer-focused claim outcomes.
• Drive portfolio performance by balancing customer service, claim quality, return-to-health outcomes and claim costs.
• Develop team capability through coaching, performance leadership and continuous learning.
• Resolve complex claims and customer escalations with sound judgement and a focus on positive outcomes.
• Ensure compliance with regulatory obligations, risk frameworks and best-practice claims management standards.

Skills

Leadership

Claims management

Stakeholder management

Regulatory compliance

Customer outcomes

Job description

TAL is seeking a senior leader to head a claims team within the Australian life insurance space. You will drive performance, coach staff, and ensure outcomes align with customer needs while maintaining regulatory compliance.

You will balance service quality with cost considerations, resolve escalations, and promote continuous improvement across claims operations. This role anchors risk management and trust across customer interactions.