Team Manager - Cbus Claims

TAL; Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Job summary

TAL is one of Australia’s leading life insurers, empowering teams to deliver compassionate support during life's challenging moments. As Team Manager in Life Claims, you will lead a passionate team to provide fair, timely and customer-centric claim outcomes while upholding risk and compliance standards.

You’ll coach staff, drive service excellence, and guide complex decisions, shaping a culture that puts people first and strengthens outcomes for our customers and communities.

Qualifications

• Experience leading teams or mentoring others within insurance, financial services or a claims environment.
• Strong knowledge of claims management practices, with the ability to make sound and balanced decisions.
• Understanding of insurance products and customer outcomes, ideally within life insurance.
• Proven ability to manage operational performance, prioritising workloads and delivering quality service outcomes.
• Excellent communication and stakeholder management skills, with the confidence to navigate complex or sensitive situations.
• Commitment to risk, compliance and doing the right thing, ensuring customers are treated fairly and consistently.

Responsibilities

• Lead the Life Claims portfolio to deliver fair, timely and customer-centric claim outcomes.
• Coach and develop a high-performing team, building capability, engagement and technical excellence.
• Guide complex claims decisions and provide oversight on high-value or escalated matters.
• Resolve customer escalations with empathy, professionalism and a focus on positive outcomes.
• Drive operational performance through effective resource management, workload planning and service delivery.
• Champion a strong risk and compliance culture, ensuring decisions align with TAL’s claims philosophy and regulatory obligations.

Skills

Team leadership

Claims management

Insurance products

Operations management

Stakeholder management

Risk & compliance

Job description

• Help protect over 5 million Australians, making a real difference in their lives during their most challenging times.
• Take on new responsibilities and learn new skills that elevate both your personal and professional journey within a supportive environment.
• Enjoy work-life balance with flexible working options, and well-being initiatives that prioritise your health

For over 150 years, we've never stopped finding better ways to protect Australians. As one of the nation’s leading life insurers, we’re driven by ambition and a sense of purpose. Our responsibility to our customers, partners, and the broader community is at the heart of everything we do.

At TAL, we’re empowered to experiment, innovate, and create better products and services. Backed by Daiichi Life, one of the world’s largest insurers, we deliver financial security to millions of Australians through our care and expertise. Bring your curious mind and ambition to shape our industry and help us become the progressive, digitally enabled, leading insurer we aim to be.

Job Description

At TAL, our Claims teams play a vital role in delivering on our promise to help people live better lives. As a Team Manager, you’ll lead a passionate team to provide compassionate, high-quality support during some of life’s most challenging moments, balancing care for customers with strong risk and compliance outcomes. Through coaching, continuous improvement and a focus on service excellence, you’ll help create meaningful experiences for customers while shaping a culture that puts people first and drives positive outcomes for the communities we serve.

In this role you will:

• Lead the Life Claims portfolio to deliver fair, timely and customer-centric claim outcomes.
• Coach and develop a high-performing team, building capability, engagement and technical excellence.
• Guide complex claims decisions and provide oversight on high-value or escalated matters.
• Resolve customer escalations with empathy, professionalism and a focus on positive outcomes.
• Drive operational performance through effective resource management, workload planning and service delivery.
• Champion a strong risk and compliance culture, ensuring decisions align with TAL’s claims philosophy and regulatory obligations.

Qualifications

• Experience leading teams or mentoring others within insurance, financial services or a claims environment.
• Strong knowledge of claims management practices, with the ability to make sound and balanced decisions.
• Understanding of insurance products and customer outcomes, ideally within life insurance.
• Proven ability to manage operational performance, prioritising workloads and delivering quality service outcomes.
• Excellent communication and stakeholder management skills, with the confidence to navigate complex or sensitive situations.
• Commitment to risk, compliance and doing the right thing, ensuring customers are treated fairly and consistently.

Additional Information

TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be:

• An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index
• Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change
• We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community.

You’realwaysaccountable for your actions. You never give up. You strive to find the best outcomes for customers and partners.Andyou valueworking together to find the best solutions for problems.

As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.

#LI-Hybrid

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.