Claims Operations Leader - Drive Service & Outcomes

Tower; Auckland; On-site; NZD 90,000 - 120,000; Full time

Benefits offered by this job

26 weeks of paid parental leave

Paid day off on your birthday

22 days annual leave

Wellness leave

Career growth and internal progression

Flexible working

Beautiful, modern office in Auckland

Discounts on Tower insurance products

Free life insurance

Job summary

Tower in Auckland is seeking a Claims Services Manager to lead performance across our claims channels, staying close to the operation and ensuring service excellence for customers. You will support Team Leaders with day-to-day escalations, coordinate priorities, oversee claims administration and use data and feedback to identify opportunities to improve the claims experience.

This hands-on leadership role requires practical problem solving, calm decision making and a focus on delivering

Qualifications

• Experience in claims operations, insurance operations or contact centre environments.
• Ability to coach, lead and support people leaders to deliver service, performance and customer outcomes.
• Practical understanding of claims operations, service standards, risk and compliance.
• Ability to interpret performance data and translate insights into action.
• Strong stakeholder skills and a calm, practical approach to escalations and high-demand periods.

Responsibilities

• Support Team Leaders with service delivery, performance, coaching rhythms and customer outcomes.
• Step in as an escalation point for complex operational issues and help remove barriers for your teams.
• Turn claims channel priorities into clear, practical ways of working across process, resourcing and routines.
• Oversee claims administration so activity is accurate, coordinated and supports effective claims delivery.
• Use reporting, customer feedback and operational trends to identify opportunities to improve the claims experience.

Skills

Claims ops

People leadership

Data interpretation

Stakeholder skills

Calm under pressure

Job description

Tower in Auckland is seeking a Claims Services Manager to lead performance across our claims channels, staying close to the operation and ensuring service excellence for customers. You will support Team Leaders with day-to-day escalations, coordinate priorities, oversee claims administration and use data and feedback to identify opportunities to improve the claims experience.

This hands-on leadership role requires practical problem solving, calm decision making and a focus on delivering