Customer Solutions Manager, Claims

**Company Description**
- ** Work alongside diverse, passionate colleagues and leaders**:

- **Access the tools and resources to acquire new skills and grow your capabilities**:

- **Take advantage of well-being initiatives designed to support your mental and physical health**

**Why join us?**

For over 150 years, we've never stopped finding better ways to protect Australians. As one of the nation’s leading life insurers, we’re driven by ambition and a sense of purpose. Our responsibility to our customers, partners, and the broader community is at the heart of everything we do.

At TAL, we’re empowered to experiment, innovate, and create better products and services. Backed by Dai-ichi Life, one of the world’s largest insurers, we deliver financial security to millions of Australians through our care and expertise. Bring your curious mind and ambition to shape our industry and help us become the progressive, digitally enabled, leading insurer we aim to be.

Join TAL as a **Customer Solutions Manager, Claims** and be part of a team that truly makes a difference. You’ll be part of our Claims Risk & Governance department, making sure our claims process is honest, fair and efficient, and that our products are designed with real people in mind.

You’ll head up the Customer Solutions team, driving customer remediation efforts from root cause analysis to actionable solutions. Working side by side with talented partners, you’ll roll out initiatives that put customers first and ensure outcomes that reflect TAL’s commitment to care and quality.

You’ll help the business stay on track with TAL’s risk frameworks and processes, making sure we meet our responsibilities and deliver on our promises. Plus, you’ll get involved in analysing and implementing a range of risk and compliance projects.

If you’re driven by doing good work, keen on solving problems and want to be part of a forward-thinking team, we’d love to hear from you.

**In this role you will**:

- Ensure timely delivery of customer remediation activities and implementation of remediation initiatives
- Assist the Claims business to identify potential risks and incidents associated with their day-to-day business practices and goals
- Facilitate contributions within with Customer Solutions team to Claims Risk Committee papers
- Ensure adherence across the Claims business to TAL remediation policies
- Develop a strong team culture focussing on inter-departmental collaboration and team-based performance
- Support and uplift employee engagement and retention strategies for the Customer Solutions Team

**Qualifications**
- In-depth operational knowledge of the life insurance industry
- Strong understanding of regulatory and legal compliance relevant to the Life Insurance industry (e.g. APRA, Life Act)
- Proven experience in financial remediation, operational risk, or compliance roles
- Excellent stakeholder management, written and verbal communication skills
- Advanced data analysis skills and proficiency in MS Excel and PowerPoint
- Demonstrated ability to own and manage work streams or projects independently

**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.
- 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.