Head of Claims Assessment & Transformation

Partners Life; Auckland; Hybrid; NZD 180,000 - 240,000; Full time

Benefits offered by this job

Leadership impact on growth

Career development

Discretionary bonus after 12 months

Life insurance and income protection

Birthday leave

Parental leave salary top-up

Flexible hybrid working

Modern Takapuna office

Job summary

Partners Life in Auckland seeks an experienced Head of Claims Assessment to lead end-to-end assessment across Claims, ensuring fair and timely outcomes while shaping a future-fit model using AI, automation and digital tools.

Reporting to the General Manager Claims, you will guide claims assessment teams, drive transformation, governance and risk management, and collaborate with stakeholders to improve decision quality, efficiency and customer care.

Qualifications

• Significant leadership experience in a complex operational environment within insurance or claims assessment.
• Deep technical expertise in claims, case management, policy interpretation, decision quality and governance.
• Experience leading transformation, AI, automation or digital enablement initiatives.
• Demonstrated experience using data, insights and feedback to improve decision quality and performance.
• Strong stakeholder management and ability to influence across the business.

Responsibilities

• Lead end-to-end assessment and determination of claims to strengthen capability and a high-performance culture.
• Lead transformation, AI, automation and digital initiatives for efficiency and scalability with human empathy at the core.
• Set clear standards for assessment quality, policy interpretation, escalation and peer review.
• Partner with stakeholders across the business to resolve complex matters and improve outcomes.
• Ensure governance, regulatory compliance and risk management frameworks are embedded.
• Balance quality, service, productivity and customer experience for strong performance.
• Use data and trends to identify opportunities to improve standards and workflow.

Skills

Leadership

Claims expertise

Transformation & AI

Data-driven decisions

Stakeholder management

Customer focus

Regulatory & risk

Job description

Partners Life in Auckland seeks an experienced Head of Claims Assessment to lead end-to-end assessment across Claims, ensuring fair and timely outcomes while shaping a future-fit model using AI, automation and digital tools.

Reporting to the General Manager Claims, you will guide claims assessment teams, drive transformation, governance and risk management, and collaborate with stakeholders to improve decision quality, efficiency and customer care.