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Team Leader, Claims
2 weeks ago
About the RoleWe are looking for an experienced Property Claims Team Leader to manage daily team operations and support staff. The role involves identifying and implementing efficiencies to deliver high-quality customer service and meet contractual, financial, and operational targets.
The ideal candidate should have a background in property or general insurance. Strong time management, attention to detail, and relationship-building skills are essential.
Key responsibilities include:
- Lead, coach, and support the claims team through regular one-on-ones, feedback, and development planning to drive individual and team performance
- Oversee team KPIs and workflow to ensure timely, high-quality claims outcomes, collaborating with specialist functions where needed
- Ensure compliance with all relevant regulations, policies, and mandatory training, with transparent reporting of issues and proactive resolution
- Build strong internal and external relationships, including providing feedback on supplier performance and supporting cross-functional collaboration
- Manage a claims portfolio in line with the AFSL on Claims Handling Services, policy terms and the company's claim's philosophy procedures
- Day to day management and oversight of customer expectations which includes achievement of contractual expectations whilst always providing great customer service
- Management of client escalations – e.g. incidents, unsatisfactory performance, new processes or products
- A key focus on continuous improvement, innovation and optimising customer processes and outcomes
- Ensure compliance with operational service levels
- Drive optimisation and discover ways to reduce handling times
- Manage and motivate the team to exceed established productivity targets
- AOM Workforce Management (capability and utilisation management)
- Ensure financial profit and loss targets are met (P&L Management)
About You
- Experience in leading or managing a team, ideally within property or general insurance
- Growth mindset and an ability to innovate
- Excellent written, oral and interpersonal communication skills
- Deeply customer-focused, with genuine care for team's wellbeing and success
- Detail oriented with great analytical skills and the ability to interpret information
- Excellent consultation and collaboration skills with the ability to interact and build rapport with people at all levels
About us
With offices across Australia & New Zealand, First Mortgage Services Pty Limited and First American Title Insurance form part of the First American Financial Corporation. We offer property risk insurance and premier mortgage processing services to our clients. The First American Financial Corporation is a FORTUNE 500 company that traces its history to 1889.
- Hybrid working arrangement
- Rewards and recognition platform
- Professional development opportunities and employee assistance program
- Health insurance perks (such as Annual Flu Vaccination program & discounted health insurance) and Novated Leasing options
- Social Committee (social events and team building activities)
Our Vision
To consistently provide the best customer experience through and engaged workforce committed to innovation, collaboration, and enduring relationships.
FMS is an equal opportunity employer, we are committed to being an inclusive and diverse workplace and community. We embrace individuals from various backgrounds and we prioritise creating a safe workplace culture. We do not discriminate based on legally protected attributes such as ethnicity, gender, sexuality, abilities or other.
We can offer assistance or accommodations during the application process if required for accessibility reasons.
The successful candidate will be subject to background screening by our external third-party provider.
Acknowledgement of Country
We acknowledge the Traditional Custodians of the land on which FMS operates throughout Australia and we pay our respects to Elders past, present and emerging. We celebrate the diversity of Aboriginal and Torres Strait Islander people and their ongoing cultures and connections to lands, waters and community.
