Team Lead, Claims Approvals (12-Month)

Southern Cross Health Insurance; Hamilton; On-site; NZD 120,000 - 150,000; Full time

Benefits offered by this job

Diversity & Inclusion networks

Pride pledge commitment

Job summary

Southern Cross Health Insurance is seeking a senior team leader for a 12‑month secondment to guide the Claims Approvals team. You will lead up to 12 consultants, drive capability, performance and ensure members and providers receive fair outcomes.

You will balance people leadership with operational excellence and customer outcomes, coaching staff, handling escalations, and aligning processes with policy and risk frameworks. This is a dynamic role within our Member Services function.

Qualifications

• Proven experience leading and developing teams in a customer service or insurance environment.
• Strong people leadership skills with a track record of coaching and building high-performing teams.
• Excellent communication and stakeholder management skills across all levels of the business.

Responsibilities

• Lead, coach and develop a high-performing team to achieve service levels and KPIs.
• Mentor and support team development through structured conversations and coaching.
• Manage complex member enquiries, escalations and complaints with timely resolutions.
• Perform QA activities and identify opportunities to improve team performance and outcomes.
• Ensure decisions align with policy requirements, risk and compliance obligations.
• Support change initiatives and continuous improvement across the Member Services function.
• Foster an inclusive culture where the team is supported to succeed.

Skills

People leadership

Coaching

Customer service

Communication

Job description

Southern Cross Health Insurance is seeking a senior team leader for a 12‑month secondment to guide the Claims Approvals team. You will lead up to 12 consultants, drive capability, performance and ensure members and providers receive fair outcomes.

You will balance people leadership with operational excellence and customer outcomes, coaching staff, handling escalations, and aligning processes with policy and risk frameworks. This is a dynamic role within our Member Services function.