Team Manager - Cbus Claims

TAL Australia; Melbourne; On-site; AUD 110,000 - 150,000; Full time

Job summary

TAL Australia in Melbourne seeks a Team Manager to lead the Life Claims portfolio and deliver fair, timely claim outcomes while maintaining a strong focus on customer care and regulatory compliance. You will coach a passionate team, guide complex decisions and optimize service delivery across the claims function.

This role emphasizes coaching, performance management and risk-aware leadership to ensure high-quality outcomes for customers and stakeholders within a supportive, people-first culture.

Qualifications

• Experience leading teams or mentoring within insurance, financial services or a claims environment.
• Strong knowledge of claims management practices and sound decision making.
• Understanding of insurance products and customer outcomes, ideally life insurance.
• Proven ability to manage operational performance, prioritising workloads and delivering quality service outcomes.
• Excellent communication and stakeholder management skills for complex scenarios.
• Commitment to risk, compliance and fair customer treatment.

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 oversee high-value or escalated matters.
• Resolve customer escalations with empathy, professionalism and positive outcomes.
• Drive operational performance through resource management, workload planning and service delivery.
• Champion a strong risk and compliance culture, ensuring decisions align with regulatory obligations.

Skills

Team leadership

Claims management

Stakeholder management

Risk & compliance

Customer focus

Decision making

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.