Team Manager - Cbus Claims

TAL Services Limited; Melbourne; On-site; AUD 120,000 - 160,000; Full time

Job summary

TAL Services Limited in Melbourne is seeking a Team Manager to lead the Life Claims portfolio, delivering fair and timely outcomes while coaching a passionate team. You will balance customer care with strong risk and compliance outcomes, guiding complex decisions and escalating matters when needed.

You’ll foster a culture focused on service excellence, accountability and regulatory adherence, shaping meaningful customer experiences and positive community impact.

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.
• 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

Risk and compliance

Coaching

Stakeholder management

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.