Team Leader - Claim Approvals

Southern Cross Community Healthcare; Hamilton; On-site; NZD 120,000 - 150,000; Full time

Job summary

Southern Cross Community Healthcare in Hamilton, North Island, is seeking an experienced leader to head our Member Services team. You will lead, coach and develop a high-performing group to meet service levels, quality standards and KPI targets.

You will manage complex member enquiries, escalations and complaints, drive continuous improvement, and ensure policy, risk and compliance requirements are embedded in daily operations while fostering an inclusive, customer-centric culture.

Qualifications

• Proven experience leading customer service teams.
• Strong coaching and mentoring background.
• Ability to handle escalated enquiries and difficult situations.
• Knowledge of policies, risk and compliance requirements.
• Experience in insurance or financial services preferred.

Responsibilities

• Lead and develop a high-performing Member Services team to meet KPIs.
• Mentor team through structured development conversations.
• Manage complex member enquiries, escalations and complaints.
• Conduct quality assurance to improve performance and outcomes.
• Ensure compliance with policy and risk frameworks.
• Support change initiatives and continuous improvement across Member Services.
• Foster an inclusive, engaging team culture.

Skills

People leadership

Coaching & mentoring

Customer service excellence

Stakeholder management

Continuous improvement

Job description

Southern Cross Community Healthcare – Hamilton, North Island

Full time

Southern Cross Health Insurance is shaping a healthier Aotearoa New Zealand. Our purpose is simple: empowering our members to live well for longer. We're here to give peace of mind through timely access to quality care, inspire healthier living, and lead positive change across the health system. As a New Zealand-owned, member-based organisation, we're building a future where wellbeing is at the heart of everything we do -- delivering exceptional value for our members and creating an environment where our people thrive.

Now is an exciting time to join us. You'll be part of a high-performing, values-driven team where people are at the heart of everything we do -- and in return for your talent, you'll have the opportunity to grow, make an impact, and be proud of the difference your work makes.

About the role

In this role, you will:

• Lead, coach and develop a high-performing team to achieve service levels, quality standards and operational KPIs.
• Build team capability through ongoing mentoring, technical coaching and structured development conversations.
• Manage complex member enquiries, escalations and complaints, ensuring timely and effective resolution.
• Perform quality assurance activities and identify opportunities to improve team performance, customer outcomes and operational efficiency.
• Ensure decisions and processes align with policy requirements, risk frameworks, compliance obligations and fair customer outcomes.
• Support business change initiatives, system enhancements and continuous improvement activities across the wider Member Services function.
• Foster a positive, engaged and inclusive team culture where people feel supported to succeed.

About you

We're looking for an experienced leader who can confidently balance people leadership, operational excellence and customer outcomes.

To be successful in this role, you'll bring:

• Proven experience leading and developing teams in a customer service, contact centre, claims, insurance or financial services environment.
• Strong people leadership skills with a track record of coaching, mentoring and building high-performing teams.
• The ability to confidently manage escalated and complex customer enquiries while supporting your team through challenging situations.
• Strong knowledge of policies, procedures, operational risk and compliance requirements.
• Experience conducting quality assurance reviews and using insights to improve performance and customer outcomes.
• Excellent communication and stakeholder management skills, with the ability to build trust and influence across all levels of the business.
• A growth mindset, strong problem-solving capability and a passion for continuous improvement.
• Previous experience within the insurance, health insurance or broader financial services sector will be highly regarded.

We are proud to have taken the Pride Pledge, reflecting our commitment to inclusion and belonging. We also facilitate an active, employee‑led Diversity, Equity and Inclusion Forum, which includes our Rainbow Network, Māori Network, Pasifika Collective, and Neurodiversity and Whānau Support networks.

If you share our commitment and passion, we'd love to hear from you.