Claims Services Manager

TOWER Insurance; 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

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 Services Manager to help create the conditions for strong claims performance and consistent customer outcomes across our claims channels. In this role, you’ll support Team Leaders with day-to-day escalations, coordinate claims channel priorities, oversee claims administration, and help make sure our teams have the clarity, support and rhythm they need to deliver for customers.

Your day-to-day would look like:

This is a hands-on leadership role where you’ll be close to the operation, helping Team Leaders navigate priorities, solve issues and keep service moving for customers. You’ll bring structure, coaching and commercial focus to the way our claims channels operate.

• 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.

To thrive in this role, you'll need:

You’ll bring a strong operational mindset, a genuine interest in helping people leaders succeed, and the confidence to make sense of data, priorities and customer needs. Just as important is your ability to stay calm, practical and solutions-focused when things get busy.

• Experience in claims, insurance operations, contact centre, customer service or another operational leadership environment.
• Confidence coaching, leading or supporting people leaders to deliver service, performance and customer outcomes.
• A practical understanding of claims operations, service standards, quality, risk and compliance.
• The ability to interpret performance data, customer feedback and operational trends and turn insights into action.
• Strong stakeholder skills and a steady approach to escalations, change and periods of high demand.

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