Claims Team Lead

4 days ago

Sydney, New South Wales, Australia Cover-More Full time
Job Title: Claims Team Lead

Are you ready to take on a leadership role in the insurance industry?

Cover-More Group is seeking a Claims Team Lead to join our team. As a Claims Team Lead, you will be responsible for leading a team of claims professionals in delivering exceptional service to our customers.

Key Responsibilities:

  • Lead a team of claims professionals in delivering exceptional service to customers
  • Review and analyze customer satisfaction results, as well as VoC and QA and audit metrics to identify training gaps and improvement opportunities
  • Provide guidance and support to the claims team, including development opportunities and training
  • Examine, advise, and assist internal and external stakeholders regarding unusual/suspicious claims, manage external investigation providers and stakeholders, and QA activities and trends
  • Manage external investigation referrals to ensure minimal costs and timelines, ensuring legislative compliance timeframes are met across the team
  • Drive accountability within the team, managing relationships and performance in conjunction with HR where necessary
  • Design, assist, support, develop, and facilitate continuous improvement projects and help drive engagement of business initiatives
  • Manage all complaints in line with GICoP and internal complaints protocol, following incident and breach management policies and reporting incidents to Risk and Compliance
  • Perform monthly one-on-ones with team members in addition to half-yearly/annual reviews in alignment with COMPASS checkpoints with clearly outlined objectives and development plan tracking

Requirements:

  • At least 2 years' experience in a frontline leadership position, ideally in insurance or financial services
  • Relevant claims handling experience and knowledge in insurance processes and legislation
  • Ideal qualifications in leadership and/or frontline management
  • Ideal experience in fast-paced KPI-driven culture with demonstrated knowledge of insurance investigation practices, evidence collection, and complaint resolution
  • Demonstrated ability to lead a high-performing team and proven decision-making skills
  • Excellent written and verbal communication skills

Why Choose Us?

Cover-More Group values optimism, caring, togetherness, reliability, and determination. We offer a global mission to look after travelers at every step of their journey. We prioritize job flexibility, career growth, and work-life balance. Join our team and take the first step towards a rewarding career in insurance.

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