Claims Outsourcing Lead

Tower; Auckland; Hybrid; NZD 110,000 - 140,000; Full time

Benefits offered by this job

26 weeks of paid parental leave

Birthday day off

22 days annual leave + buy-up option

Wellness leave

Career growth & progression

Flexible working & Auckland office

Discounts on Tower products

Free life insurance

Job summary

Tower is seeking a Claims Outsourcing Lead in Auckland to oversee the day-to-day performance of our outsourced claims delivery partner and ensure work is planned, allocated, and delivered to meet service, quality, productivity and customer outcomes.

You will be the operational link between Tower and our partner, enabling smooth flow of work, timely delivery, and fair customer support while driving continuous improvement.

Qualifications

• Experience in claims, insurance operations, customer operations, supplier management or another operational delivery environment.
• Confidence managing outsourced service delivery, supplier performance or operational partnerships.
• A strong understanding of workflow management, service levels, quality measures, risk, compliance and customer fairness.
• The ability to use performance data, quality insights and operational trends to identify risks and improvement opportunities.
• Strong planning, stakeholder and decision-making skills, with a steady approach to escalations, capacity and follow-up.

Responsibilities

• Lead the day-to-day operational relationship with Tower’s outsourced claims delivery partner.
• Coordinate the allocation, transfer and return of claims work so it is prioritised and managed effectively.
• Monitor service levels, productivity, quality, customer experience and operational performance, and act early where something needs attention.
• Manage escalations, service impacts and exceptions in partnership with Claims leaders and the outsourcing partner.
• Support surge readiness, workforce planning and business continuity so outsourced support can flex when demand changes.

Skills

Claims experience

Insurance operations

Customer operations

Supplier management

Operational delivery

Job description

As a proud Kiwi born and bred insurer, we pride ourselves in challenging status quo - and move fast to make things happen. We're here to create beautifully simple, rewarding experiences for our customers and communities, and we're working hard to protect the future of Aotearoa.

At its heart, insurance is about helping people through the unexpected. Doing what's right for our customers - especially in tough times - gives real purpose to our work.

We’re looking for a Claims Outsourcing Lead to manage the day-to-day performance of Tower’s outsourced claims delivery partner. In this role, you’ll make sure outsourced claims work is well planned, clearly allocated and delivered in line with our service, quality, productivity and customer outcome expectations.

Your day-to-day would look like:

This role is all about keeping the outsourced claims model running smoothly. You’ll be the key operational link between Tower and our partner, helping work move to the right place at the right time, keeping delivery on track and making sure customers continue to receive fair, consistent support.

• Lead the day-to-day operational relationship with Tower’s outsourced claims delivery partner.
• Coordinate the allocation, transfer and return of claims work so it is prioritised and managed effectively.
• Monitor service levels, productivity, quality, customer experience and operational performance, and act early where something needs attention.
• Manage escalations, service impacts and exceptions in partnership with Claims leaders and the outsourcing partner.
• Support surge readiness, workforce planning and business continuity so outsourced support can flex when demand changes.

To thrive in this role, you'll need:

You’ll bring a strong operational eye, confidence working with partners, and the ability to turn data, risks and service insights into practical action. You’ll be comfortable having clear conversations, following through on issues and balancing performance with good customer outcomes.

• Experience in claims, insurance operations, customer operations, supplier management or another operational delivery environment.
• Confidence managing outsourced service delivery, supplier performance or operational partnerships.
• A strong understanding of workflow management, service levels, quality measures, risk, compliance and customer fairness.
• The ability to use performance data, quality insights and operational trends to identify risks and improvement opportunities.
• Strong planning, stakeholder and decision-making skills, with a steady approach to escalations, capacity and follow-up.

We invest in you.

We're serious about looking after our people. Along with a competitive salary, we offer a bunch of perks and benefits to support you and celebrate the work you do:

• 26 weeks of paid parental leave for the primary carer and 4 weeks for partners
• A paid day off on your birthday
• 22 days annual leave, plus two extra annual leave days and the option to buy up to eight more
• Wellness leave
• Career growth and internal progression opportunities
• Flexible working and a beautiful, modern office in Auckland
• Discounts on Tower insurance products
• Free life insurance