Job description
Company Description
- Help protect over 5 million Australians, making a real difference in their lives during their most challenging times.
- Enjoy work-life balance with flexible working options, and well-being initiatives
- Melbourne CBD office with an-site fitness centre and wellness classes
Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Daiichi Life, we’re driven by big ambitions and empower to create better products and services.
Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.
Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we’re reimagining insurance.
So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer.
Job Description
This role leads a team of Claims professionals to deliver high-quality, customer-focused claims outcomes in line with TAL’s claims philosophy, procedures and risk framework. The Team Manager ensures a market-leading customer experience while effectively managing risk and regulatory obligations through strong operational governance, portfolio oversight, stakeholder collaboration and team capability development. The role is also accountable for resolving escalated matters and customer complaints, ensuring fair, compliant and timely outcomes aligned with TAL’s claims principles.
In This Role You Will
Take accountability for the team’s Life Claims portfolio, ensuring high-quality customer service, accurate policy-based assessments, effective return-to-health outcomes and controlled claims costs through best-practice claims management.
Manage and resolve escalated customer complaints, driving continuous improvement in service quality and customer outcomes.
Oversee day-to-day operational management, including workload allocation, performance monitoring, resource planning, team communication and use of reporting to ensure effective service delivery.
Lead people management activities, including recruitment, performance management and coaching, to develop Claims Consultants’ technical and business capability in line with the TAL capability framework.
Monitor and oversee compliance with TAL policies, procedures and claims philosophy, ensuring consistent and appropriate claims management practices.
Ensure adherence to external regulations, including privacy requirements, the Life Insurance Code of Practice, and all relevant legislation and industry standards.
Qualifications
Minimum 2 years’ experience in a Team Manager role within financial services or insurance, or at least 5 years’ experience as a Claims Consultant or similar.
Strong insurance industry knowledge, with a preference for Life Insurance experience.
Proven capability in operational and people management.
Excellent verbal and written communication, including presentation skills.
Relevant tertiary qualifications in Business, Commerce, Health or Allied Health (desirable).
Diploma or Cert IV in Life Insurance or equivalent (desirable).
Additional Information
TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be:
An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index
Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change
Reconciliation Advocates – Read our Innovate Reconciliation Action Plan.
We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community.
Need adjustments during the recruitment process? Let our team know by getting in touch with us here.—we’re here to support you.
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 several 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.
#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.
