Team Leader Claims

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Team Leader - Claims, you'll be responsible for leading a team that manages early release claims from notification through to payment, ensuring claims are handled efficiently, accurately, and within agreed service standards.

You'll create an environment where your team can thrive by providing coaching, performance support, and development opportunities that help deliver outstanding member experiences. Working closely with members, insurers, internal stakeholders, and external service providers, you'll influence positive claim outcomes while maintaining a strong focus on quality, compliance, and service excellence.

You'll also play a key role in driving operational improvements, implementing change initiatives, and identifying opportunities to strengthen processes, performance, and customer experience outcomes.

This role is a permanent opportunity and is based in Melbourne.

Day to day, you'll:
•    Lead, coach and develop a team to deliver outstanding member experiences and achieve performance objectives.
•    Provide regular feedback, mentoring and development support to build team capability and engagement.
•    Monitor team performance, customer outcomes and service standards to drive continuous improvement.
•    Act as an escalation point for complex enquiries, decisions and claim-related issues.
•    Build strong relationships with members, insurers, internal stakeholders and external providers to facilitate quality claim outcomes.
•    Identify and implement process, procedure and service improvements that enhance operational effectiveness.
•    Support organisational change initiatives and ensure successful adoption within the team.
•    Analyse performance trends and implement strategies that improve capability, retention, engagement and service delivery.
•    Proactively manage claims processes and communications to support positive member outcomes.

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:
•    You have demonstrated experience leading and managing teams, including performance management, recruitment and employee development.
•    Your understanding of change management principles enables you to successfully lead teams through evolving business environments.
•    You'll bring a genuine passion for customer service and a proven ability to inspire others to deliver exceptional experiences.
•    You're highly skilled at stakeholder management and can influence and negotiate complex outcomes across a broad range of stakeholders.
•    You have strong commercial and business acumen, including the ability to assess risk and identify improvement opportunities.
•    Your communication skills allow you to navigate sensitive situations with professionalism, integrity and empathy.
•    You'll ideally have experience within superannuation, insurance claims management or a related financial services environment.
•    You're RG146 qualified or have a Diploma of Financial Services or equivalent qualification or are willing to obtain one.