Team Manager

Company Description

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

This role is responsible for leading a team of Claims Consultants, Claims Service Consultants and/or Officers to delivery exceptional claims handling and service experience in line with TALs claims philosophy, claims handling procedures and risk management framework.

This role is focused on providing a market-leading customer experience while appropriately managing risk and regulatory compliance. This will be achieved by ensuring strong operational disciplines, portfolio management, stakeholder engagement and ensuring capability development across the team. The Team Manager is also responsible for the resolution of escalated issues or customer complaints, whilst delivering outcomes that align with TAL’s Claims Philosophy.

In this role you will: 

Claims Management

• Resolution of customer complaint escalations including actions to drive improvement in customer service
• Maintain a strong risk culture ensuring adherence to all risk controls and processes;
• Participation in case conferencing and peer discussions
• Provide support with complex claims, claims liability determination, and claims strategy sign off above delegation limits, where required

Team Management

• Operational management including daily work allocation and monitoring performance, resource management and team communication Use of operational reporting to ensure appropriate service and operational delivery
• People management including recruitment and performance and development coaching of Claims Consultants’ technical and business capabilities in line with the TAL capability framework
• Accountable for driving TAL’s Risk Culture across the team (as defined in the RMF)

Monitoring and oversight to ensure compliance/adherence to the following

• TAL policies, procedures and guidelines ensuring claims management is in accordance with the TAL claims philosophy
• External regulations (eg. Privacy and Life Insurance Code of Practice) and all relevant legislation and industry guidelines
• All interactions with Customers, Advisers and other internal and external stakeholders adhere to TAL’s Customer Service Culture through the provision of high-quality, accurate and compliant work.

Qualifications

• At least 2 years’ experience in a similar team manager role within Financial Services/Insurance Industry or 5 years’ experience in a Claims Consultant (or similar) role
• Strong knowledge of Insurance (Preference given to Life Insurance experience)
• Demonstrated experience in operational management
• Excellent communication and presentation skills
• Sound knowledge of claims handling practices
• Sound knowledge of the Life Insurance Code of Practice and associated assessment and operational requirements
• Relevant tertiary qualifications in Business, Commerce, Health or Allied Health (desirable)
• Diploma or Cert IV in Life Insurance, or equivalent (desirable). 

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.