Head of Claims Operations

Tower Insurance; Auckland; On-site; NZD 180,000 - 260,000; Full time

Benefits offered by this job

Parental leave

Birthday leave

Annual leave

Wellness leave

Career growth

Flexible working

Product discounts

Life insurance

Job summary

Tower Insurance in Auckland invites an experienced Head of Claims Operations to lead our NZ and Pacific claims delivery. You will drive performance, embed robust rhythms, and ensure a fair, efficient customer experience across lodgment, management, recoveries and service delivery.

You will partner with risk, legal, finance and technology to remove blockers and deliver joined-up outcomes. You will use data to identify trends and opportunities, build capable leaders, and foster a collaborative,

Qualifications

• Senior operational leadership experience from claims or insurance operations.
• Experience in regulated financial services environment.
• Strong data use to identify trends and drive action.

Responsibilities

• Oversee claims operations across New Zealand and the Suva Hub.
• Develop operating rhythms and performance measures.
• Collaborate with Risk, Legal, Finance and Technology teams.
• Identify opportunities to improve quality, productivity, and customer outcomes.

Skills

Leadership

Data analytics

Stakeholder collaboration

Regulatory compliance

Job description

As a proud Kiwi-born insurer, Tower is here to create beautifully simple, rewarding experiences for our customers and communities. Insurance matters most when life does not go to plan, and our Claims team plays a key role in helping people through those moments with care, fairness and confidence.

We are looking for a Head of Claims Operations to lead the delivery and performance of our claims operations across New Zealand and the Pacific, including our Suva Hub. This is a senior leadership role for someone who can bring operational discipline, strong customer focus and practical improvement to a large, fast-moving claims environment.

What this role is all about:

In this role, you will lead the teams who are there for customers when they need us most. You will oversee claims operations across New Zealand and our Suva Hub, bringing together lodgment, claims management, recoveries, operational support and service delivery so our claims experience is efficient, consistent and fair. A big part of the role will be creating strong operating rhythms, clear performance measures and practical ways of working that help teams deliver well every day.

You will also play an important leadership role across Claims, working closely with leaders, suppliers and teams across Risk, Legal, Finance and Technology to remove blockers and deliver joined-up outcomes. You will use claims, customer, quality, cost and performance insights to understand what is working, where the pressure points are, and where practical improvements can make the biggest difference for customers, our people and the business.

In your first 6-12 months, success will look like:

• Claims operations are running with clear measures, strong rhythms and visible performance insight.
• Leaders and teams feel supported, accountable and clear on what great customer and operational outcomes look like.
• You have identified the key opportunities to improve quality, consistency, productivity, cost and customer experience.
• You are building trusted relationships across Claims, the wider business and key suppliers to remove blockers and make progress.

What you’ll bring:

You will bring senior operational leadership experience from claims, insurance operations or another regulated financial services environment. You understand what it takes to run large or complex operations well, balancing service levels, productivity, quality, cost, risk and customer outcomes without losing sight of the people doing the work.

You will be confident using data and insights to spot trends, understand root causes and turn improvement ideas into action. Just as importantly, you will be a collaborative leader who can build trust across different teams, locations and stakeholders, develop capable leaders, and create an inclusive environment where people are clear on what good looks like and feel supported to deliver it.

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