Claims Team Manager

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

At TAL, we're committed to helping our people build meaningful careers while making a real difference to Australians. Internal career opportunities are an important part of how we develop capability, support career growth and create opportunities for our people to explore new challenges across the business.

This role offers an opportunity to broaden your experience, build new skills, expand your network and continue your development within TAL. Whether you're looking to deepen your expertise, take on new challenges or explore a different area of the business, internal opportunities help our people continue to grow and develop their careers.

This role plays a vital part in helping TAL deliver on its promise to be there for customers when they need us most. Leading a team dedicated to exceptional claims experiences, you will foster a culture of care, accountability and continuous improvement, ensuring customers receive the support they need during some of life's most challenging moments. By balancing customer outcomes with sound risk management and regulatory compliance, this role contributes to TAL's purpose of improving the health and financial wellbeing of Australians while building trust through every customer interaction.

In this role you wil l

Qualification s

• 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.

• Experience leading teams in insurance, financial services or claims environments, with a track record of driving performance and customer outcomes.
• Strong claims management knowledge, ideally within Life Insurance, and the ability to apply sound judgement in complex situations.
• Operational leadership capability with experience managing workloads, performance and service delivery in a fast-paced environment.
• Excellent communication and stakeholder management skills, enabling you to build trust, influence outcomes and support your team effectively.
• A strong understanding of regulatory and compliance obligations, with a commitment to delivering fair, customer-focused outcomes while managing risk.