Claims Team Lead – Elevate Customer Outcomes

Southern Cross Health Society; Hamilton; On-site; NZD 110,000 - 140,000; Full time

Benefits offered by this job

Pride pledge

Diversity & Inclusion networks

Job summary

Southern Cross Health Society in Hamilton, NZ, invites applications for a 12-month secondment to lead our Claim Approvals team. You will coach and develop up to 12 consultants to meet service levels, quality standards and KPIs, guiding complex member inquiries and escalations with a focus on fair outcomes.

You will work across policy, risk and compliance, support change initiatives, and foster an inclusive, high-performing culture where people feel supported to succeed.

Qualifications

• Proven experience leading and developing teams in a customer service, contact centre, claims, insurance or financial services environment.
• Strong people leadership skills with a track record of coaching, mentoring and building high-performing teams.
• Ability to manage escalated and complex customer enquiries while supporting your team through challenging situations.
• Experience conducting quality assurance reviews and using insights to improve performance and customer outcomes.

Responsibilities

• Lead, coach and develop a high-performing team to achieve service levels, quality standards and operational KPIs.
• Build team capability through ongoing mentoring, technical coaching and structured development conversations.
• Manage complex member enquiries, escalations and complaints, ensuring timely and effective resolution.
• Perform quality assurance activities and identify opportunities to improve team performance, customer outcomes and operational efficiency.
• Ensure decisions and processes align with policy requirements, risk frameworks, compliance obligations and fair customer outcomes.
• Support business change initiatives, system enhancements and continuous improvement activities across the wider Member Services function.
• Foster a positive, engaged and inclusive team culture where people feel supported to succeed.

Skills

People leadership

Coaching

Mentoring

Customer service

Stakeholder management

Communication

Job description

Southern Cross Health Society in Hamilton, NZ, invites applications for a 12-month secondment to lead our Claim Approvals team. You will coach and develop up to 12 consultants to meet service levels, quality standards and KPIs, guiding complex member inquiries and escalations with a focus on fair outcomes.

You will work across policy, risk and compliance, support change initiatives, and foster an inclusive, high-performing culture where people feel supported to succeed.