Head of Claims Operations & Transformation

Aotearoa New Zealand Association of Social Workers; Devonport-Takapuna; Hybrid; NZD 180,000 - 280,000; Full time

Benefits offered by this job

Discretionary bonus scheme after 12 m

Life insurance and income protection

Discounted medical insurance

Birthday leave

Long service leave

Parental leave top-up

Flexible hybrid working arrangements

Modern Takapuna office

Job summary

Partners Life is seeking a Head of Claims Operations in Auckland to lead the administrative and operational support function across claims, enabling end-to-end customer outcomes. Report to the General Manager Claims, you will shape the operating framework for scalability and customer-centric service delivery.

You will champion AI, automation and digital enablement while balancing human judgement and empathetic customer interaction, guiding a multi-year transformation within a major life and

Qualifications

• Extensive experience leading complex operational teams in financial services or insurance.
• Strong understanding of governance, risk management and regulatory requirements.
• Experience driving operational improvement, transformation, automation or digital initiatives.
• Analytical and commercial thinking with data-driven decision making.
• Proven ability to coach and develop high-performing teams.

Responsibilities

• Lead operational delivery, workflow effectiveness and administration of claims across teams.
• Drive performance balancing service, quality, capacity, productivity and outcomes for customers.
• Partner with Claims, Operations and wider business to remove friction and improve customer outcomes.
• Use data and performance trends to identify continuous improvement opportunities.
• Lead transformation, automation and digital enablement initiatives in claims.
• Ensure governance, risk management and regulatory compliance across claims operations.
• Build and develop a high-performing team through coaching and development of leaders.
• Foster collaboration, accountability, customer focus and continuous improvement.

Job description

Partners Life is seeking a Head of Claims Operations in Auckland to lead the administrative and operational support function across claims, enabling end-to-end customer outcomes. Report to the General Manager Claims, you will shape the operating framework for scalability and customer-centric service delivery.

You will champion AI, automation and digital enablement while balancing human judgement and empathetic customer interaction, guiding a multi-year transformation within a major life and