Team Leader - Claims

Tower Insurance; Auckland; Hybrid; NZD 120,000 - 150,000; Full time

Benefits offered by this job

Parental leave 26 weeks

Birthday day off

22 days annual leave + buy up to 8

Wellness leave

Career growth

Flexible working

Discounts on Tower products

Free life insurance

Job summary

Tower Insurance in Auckland is seeking an experienced House & Contents Claims leader to coach and empower a high-performing team, driving outcomes for customers in their claims journey.

You will lead workloads, ensure efficient and compliant handling, and help the business evolve through change, with a flexible hybrid arrangement and a modern, collaborative office.

Qualifications

• 1-5+ years’ experience in a Leadership or Team manager role in Claims, Contact Centre, or Operations.
• Claims knowledge and experience in Insurance or Financial Services is advantageous.
• Strong leadership, coaching and team-building skills with ability to motivate others.
• Results-driven with excellent communication and stakeholder management.

Responsibilities

• Lead and coach a high-performing claims team to deliver great customer outcomes.
• Manage team workloads and claims delivery in line with policy wording and procedures.
• Drive continuous improvement of processes, service delivery and customer experience.

Skills

Leadership

Coaching

Team-building

Workflow management

Analytical thinking

Problem-solving

Customer-focused communication

Empathy

Job description

Are you an experienced House & Contents Claims professional ready to step into your next leadership challenge? We’re looking for someone who understands the complexities of property claims, enjoys developing and empowering people, and is passionate about delivering fair, timely outcomes for customers when they need us most.

As a proud Kiwi born and bred insurer, we pride ourselves in challenging status quo - and move fast to make things happen. We're here to create beautifully simple, rewarding experiences for our customers and communities, and we're working hard to protect the future of Aotearoa.

At its heart, insurance is about helping people through the unexpected. Doing what's right for our customers - especially in tough times - gives real purpose to our work.

Your day-to-day would look like:

• Lead and coach a high-performing claims team, supporting your people to achieve their goals and deliver great customer outcomes.
• Manage team workloads and claims delivery, ensuring claims are handled efficiently, accurately and in line with policy wording and agreed procedures.
• Drive continuous improvement, identifying opportunities to improve processes, service delivery and the overall customer experience.

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

• Build a high-performing and engaged team, with clear goals, regular coaching and a strong focus on accountability and development.
• Create an empowering team environment where people feel supported to contribute ideas, innovate and perform at their best.
• Deliver consistently strong claims outcomes, ensuring queries are resolved effectively and customers are kept informed throughout their claims journey.
• Use performance insights to drive improvement, turning daily scorecard results into meaningful coaching and actions that strengthen customer outcomes.
• Successfully lead your team through change, maintaining engagement and productivity as the business continues to evolve.
• Strengthen customer and compliance outcomes, improving NPS while ensuring the team consistently meets the Fair Insurance Code and Tower’s regulatory obligations.

To thrive in this role, you'll need:

• 1-5+ years’ experience in a Leadership or Team manager role in
• Claims, Contact Centre, or Operations ideally in Insurance or Financial Services industry Claims knowledge and experience is an advantage
• Strong leadership, coaching and team-building skills, with the ability to motivate and empower others.
• Results-driven and adaptable, with strong workflow management, organisation and the ability to navigate change.
• Strong analytical and problem-solving skills, with the ability to interpret claims performance and influence positive outcomes.
• Excellent communication and interpersonal skills, with a customer-focused approach and the ability to engage with empathy and understanding.

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