Team Manager - Cbus Claims

Job Description

At TAL, our Claims teams play a vital role in delivering on our promise to help people live better lives. As a Team Manager, you’ll lead a passionate team to provide compassionate, high-quality support during some of life’s most challenging moments, balancing care for customers with strong risk and compliance outcomes. Through coaching, continuous improvement and a focus on service excellence, you’ll help create meaningful experiences for customers while shaping a culture that puts people first and drives positive outcomes for the communities we serve.

In this role you will:

• Lead the Life Claims portfolio to deliver fair, timely and customer-centric claim outcomes.
• Coach and develop a high-performing team, building capability, engagement and technical excellence.
• Guide complex claims decisions and provide oversight on high-value or escalated matters.
• Resolve customer escalations with empathy, professionalism and a focus on positive outcomes.
• Drive operational performance through effective resource management, workload planning and service delivery.
• Champion a strong risk and compliance culture, ensuring decisions align with TAL’s claims philosophy and regulatory obligations.

Qualifications

• Experience leading teams or mentoring others within insurance, financial services or a claims environment.
• Strong knowledge of claims management practices, with the ability to make sound and balanced decisions.
• Understanding of insurance products and customer outcomes, ideally within life insurance.
• Proven ability to manage operational performance, prioritising workloads and delivering quality service outcomes.
• Excellent communication and stakeholder management skills, with the confidence to navigate complex or sensitive situations.
• Commitment to risk, compliance and doing the right thing, ensuring customers are treated fairly and consistently.