Team Leader - Long Tail Claims

JobSpace; Auckland; Hybrid; NZD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid Working

Wellbeing coaching

Gender-equal flexible leave

Job summary

QBE is seeking an experienced claims leader to head a Long Tail team in New Zealand, guiding Claims Specialists and Senior Specialists. You will coach on onboarding, performance and capability, while providing technical leadership across General Liability and managing escalations for timely, fair outcomes.

You will partner with the National Claims Manager to maintain high standards, ensure compliance and drive cost efficiency, leveraging data, trends and AI-enabled tools where appropriate.

Qualifications

• Demonstrated experience in General Liability claims and claims processes.
• Proven leadership and ability to coach/develop high-performing teams.
• Strong stakeholder management and relationship-building skills.
• Balance business objectives with customer outcomes and operational performance.
• Interest in innovation and AI-driven solutions.

Responsibilities

• Lead, coach and develop a team of Claims Specialists and Senior Claims Specialists, overseeing onboarding, induction, performance and capability development.
• Provide technical leadership across General Liability claims, supporting complex matters and reports.
• Manage claim escalations and collaborate with managers and service providers for timely outcomes.
• Drive high-quality claims management with compliance to legislation and company standards.
• Identify opportunities to reduce claim costs and leakage, delivering sound settlements and negotiations.
• Build relationships with clients and stakeholders to enhance claims service and team performance.

Skills

Analytical thinking

Claims settlement

Communication

Conflict resolution

Critical thinking

Customer service

Customer value management

Data privacy

Insurance claims processing

Mentorship

Negotiation

Risk management

Standards compliance

Job description

Jora New Zealand will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

We're looking for an experienced claims leader to join our Long Tail team in New Zealand, leading a high-performing group of Claim Specialists and Senior Claims Specialists. In this role, you'll combine strong people leadership with deep technical expertise, coaching and developing your team while driving capability, performance, and exceptional customer outcomes.

Reporting to the National Claims Manager, Long Tail, you'll play a key role in shaping team success through high-quality onboarding, training, and ongoing development. You'll provide guidance on complex General Liability claims, support claim escalations, and ensure your team delivers fair, timely, and commercially sound claim resolutions while maintaining high standards of quality, compliance, and stakeholder service.

This is an exciting opportunity to make a genuine impact, influence team capability, and contribute to the continued success of QBE's Long Tail claims function.

At QBE, we get to the heart of what matters for our customers. And we do it all with a human touch.

We're an international insurer with more than 13,000 people working across 26 countries – which means we're big enough for your ambitions, yet small enough for you to make a real impact. It's an exciting time. We're building momentum towards our vision to become the most consistent and innovative risk partner.

What if you could have a positive impact – at work and in the world? As part of the QBE team, you'll get to spend every day working with people who are passionate, talented and kind.

Your New Role

• Lead, coach and develop a team of Claims Specialists and Senior Claims Specialists, overseeing onboarding, induction, performance, workload management and ongoing capability development.
• Provide technical leadership across General Liability claims, supporting the team with complex matters, legal and expert reports, claim referrals, and skills development.
• Manage claim escalations and work closely with the National Claims Manager, Senior Technical Claims Specialist and service providers to achieve effective and timely claim outcomes.
• Drive high-quality claims management by ensuring compliance with legislation, industry codes, company policies and QBE claims standards while maintaining strong technical knowledge.
• Identify opportunities to reduce claim costs and leakage, delivering commercially sound outcomes through effective decision-making, reserving, settlement and negotiation practices.
• Build strong relationships with clients, service providers and key stakeholders, using feedback, claims insights and emerging trends to continuously enhance claims service and team performance.

About You

• Demonstrated experience in General Liability claims, supported by strong technical knowledge of liability insurance and claims processes.
• Proven success leading, coaching and developing high-performing and diverse teams within a claims or insurance environment.
• Strong stakeholder management skills and the ability to build trusted relationships while effectively managing complex or escalated situations.
• A commercially minded leader who can balance business objectives, customer outcomes and operational performance while driving a high-performing team.
• A progressive mindset, with a passion for innovation, continuous improvement and embracing new technologies, including AI-driven solutions.
• Legal qualifications are welcomed but not essential. We value practical liability claims expertise and sound judgement gained through experience.

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

• Hybrid Working – a mix of working from home and in the office to enhance your work/life balance
• Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice
• 18 weeks' gender-equal flexible leave for all new parents, including paid super

Rewards & Recognition

We value our employee's experience with us and are proud to have been recognised for the following awards:

• 2025 Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards for our Respect@QBE program
• 2023 Most Inclusive Workplace at the Australian HR Institute (AHRI) Awards
• Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates

QBE recognises the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If we can provide support with access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at ***********@qbe.com.

Your career. At the heart of it.

Skills: Analytical Thinking, Claims Settlement, Communication, Conflict Resolution, Critical Thinking, Customer Service, Customer Value Management, Data Privacy, Insurance Claims Processing, Intentional collaboration, Managing performance, Mentorship, Negotiation, Risk Management, Standards Compliance

Equal Employment Opportunity: QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.