Customer Solutions Manager, Claims

Company Description

• Supportive leaders that value your career development.  
• Tenure rewarded with extra-paid leave days.
• Free onsite gym and classes

Welcome to This Australian Life.  

From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we’re all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding excellence, and retaining great talent. 

We're always looking for people who want to go further with us. People who do what’s right, aim high, and work smart.  Why not see where we can go? 

Job Description

As the Manager, Customer Solutions, you’ll lead a dedicated team in managing customer remediation activities, ensuring we meet our customers' needs with integrity and excellence. You’ll collaborate with key stakeholders, contribute to strategic initiatives, and help shape the future of our customer solutions, all while staying true to our risk management framework and customer philosophies.

Your duties will include:

• Lead Customer Remediation Activities: Oversee the timely delivery and implementation of customer remediation initiatives, ensuring adherence to TAL’s remediation policies.
• Stakeholder Engagement: Work with stakeholders to integrate Customer Solutions Analyst resources into risk governance and management processes.
• Support Claims Business: Help the Claims business identify risks, develop process controls, and improve operational resilience through small to medium-scale projects.
• Team Leadership: Develop and coach the Customer Solutions team, fostering a culture of collaboration and performance-driven success.
• Drive Positive Risk Culture: Promote a strong, positive risk culture within the Claims business while contributing to Claims Risk Committee papers.

Qualifications

• Industry Experience: 3+ years in financial services or life insurance, with strong operational knowledge of the Claims business unit and TAL procedures.
• Technical and Analytical Skills: Proficient in MS Excel & PowerPoint, experienced with life insurance administration systems, and strong data analysis capabilities.
• Effective Communication: Excellent written and verbal skills to clearly articulate technical issues to business stakeholders.
• Stakeholder and Relationship Management: Strong influencing, negotiation, and relationship management skills.
• Regulatory Knowledge: Familiarity with relevant legal and compliance requirements, including APRA and the Life Act, in the life insurance sector.

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems.  

As part of the recruitment process, there are a number of checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks. 

Additional Information

At TAL we value diversity in all its forms and are committed to fostering an inclusive and equitable culture for all our people. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those with caring responsibilities, people living with disability, and individuals from the CALD and LGBTQI+ communities to apply. Even if you don’t check every box in the criteria above, we encourage you to apply today or get in touch with us here.  

To provide you with the best experience, we can accommodate you at any stage of the recruitment process. Simply inform our Recruitment team at any time.  

TAL is recognised by the Workplace Gender Equality Agency as an Employer of Choice.  We are proud to be a member of Diversity Council Australia and the Australian Network on Disability. For information on our reconciliation journey, please read our Innovate Reconciliation Action Plan.  

We acknowledge the Traditional Custodians of the Land in which our Head Office is based, the land of the Gadigal people of the Eora Nation, and recognise their deep connections to the land, sea, and culture.  
We extend this acknowledgment to the many Traditional Lands that we operate across and pay our respects to Elders past, present, and emerging. 

#LI-Hybrid 

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.