Senior Claims Approvals Team Lead

Southern Cross Medical Care Society; Hamilton; On-site; NZD 90,000 - 120,000; Full time

Job summary

Southern Cross Health Insurance in New Zealand seeks an experienced people leader to head a Claims Approvals team on a 12-month secondment. You will lead up to 12 consultants, drive performance, ensure service levels and fair outcomes for members and providers.

You will coach, mentor and develop team capability, manage complex enquiries and support continuous improvement across the wider Member Services function.

Qualifications

• Proven experience leading teams in customer service or financial services.
• Strong coaching and mentoring track record.
• Experience handling escalated customer enquiries with fairness.

Responsibilities

• Lead, coach and develop a high-performing team to achieve service levels, quality standards and operational KPIs.
• Mentor team through ongoing development conversations and quality assurance activities.
• Manage complex member enquiries, escalations and complaints with timely resolutions.
• Ensure decisions align with policy requirements, risk frameworks and fairness.
• Support change initiatives, system enhancements and continuous improvement across Member Services.
• Foster a positive, engaged, inclusive team culture.

Skills

People leadership

Coaching & mentoring

Coaching and mentoring

Customer outcomes

Quality assurance

Policy & compliance

Escalation management

Stakeholder management

Continuous improvement

Communication

Problem solving

Job description

Southern Cross Health Insurance in New Zealand seeks an experienced people leader to head a Claims Approvals team on a 12-month secondment. You will lead up to 12 consultants, drive performance, ensure service levels and fair outcomes for members and providers.

You will coach, mentor and develop team capability, manage complex enquiries and support continuous improvement across the wider Member Services function.