Claims Outsourcing Lead — Flexible, Impactful Growth

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

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.