Team Leader

Are you a Senior Claims Professional with experience in managing a Portfolio of Personal Injury and Property Liability Claims? If so, this may be your next step

• Competitive Remuneration package commensurate with experience
• Lead a growing team within a business that is on a growth trajectory
• Opportunity to grow into a leadership role

About the Opportunity

Crawford TPA is an AFS Licensed, Lloyd's accredited, TPA, offering end-to-end claims management solutions to insurers and self-insured clients throughout Australia and globally.

Our people and our customers are at the heart of everything we do.  As the Claims Team Leader, you will be responsible for the end-to-end delivery of a high level of customer service through the effective coaching and mentoring of a team of claim handlers in all aspects of claim handling by:

• Providing technical advice in personal injury and property liability claims with some exposure to financial line claims.  Additional opportunities for development in other product lines may be available in the future.
• Identifying opportunities and supporting the team to exceed service level expectations, key performance indicators and regulatory requirements.
• Managing workflow and resources.
• Participating in claim reviews and performance meetings, with some of our well known and highly regarded clients, to discuss claim strategies, risks and outcomes.

The team will be focused on managing claims, within delegated authorities, throughout most jurisdictions in Australia and with some international claims from claim acknowledgement through to settlement in accordance with policies and procedures, ensuring the most cost-effective and timely outcomes are achieved.  Whilst a legal background is not essential, the role does suit claim handlers who are legally qualified or possess the technical knowledge to guide the team through complex matters.

You will attract, lead and develop a diverse workforce and drive an inclusive culture to deliver strategic initiatives, while fostering a team environment where people perform at their best and are accountable for their contribution and performance through delivery of a consistent and quality claims service. 

Please note that we are open to applicants who reside outside of the advertised location/s.

About You

You will be an experienced liability claims professional (ideally with exposure to financial Iine claims) with a proven track record of working with personal injury and property liability claims within various Australian jurisdictions, where you have consistently achieved exceptional results for your clients.

You will also have led a team of claims professionals with the ability to coach and mentor others.

In addition, you will:

• Be a strategic and solution-focused operator with a passion for delivering high quality outcomes for your clients and team, every time.
• Motivate, empower and engage team members.
• Create an environment where process/procedural improvement is fostered and where change is accepted as part of team philosophy.
• Participate in the process of developing KPIs and productivity benchmarks.
• Ensure compliance with client Service Level Agreements and legislative and regulatory requirements.  Set and monitor Key Performance Indicators, and regulatory requirements.
• Act as a point of escalation to influence outcomes that will support the team and the business to achieve its goals and objectives.
• Collate and interpret monthly management reports.
• Provide specialist advice on complex claims, leveraging analysis and experience for sound decision-making, and act as a subject matter expert for the team.
• Participate in continuous improvement activities, keeping up to date with legislative changes, market information, and industry trends to improve processes and outcomes.
• Handle sensitive or high-risk claims according to regulatory guidelines and promote a positive risk culture aligned with the risk governance framework.
• Be willing to take the next step in your career, where you will have direct and ongoing access to senior leadership as part of your growth journey.

Key Requirements

• Strong technical experience in third party liability claims with at least 3 years' experience as a Senior Claims Professional or within a leadership role managing personal injury and property liability claims. Experience in financial line claims such as professional indemnity claims and employment practices liability claims (desired).
• Understanding and experience with application of various applicable State based legislation and regulation.
• Tertiary qualifications in law, business or insurance (desired).
• Sound experience in financial line claims will also be highly regarded.  In particular, experience with employment practice liability claims and claims involving tax audits.
• Demonstrated prioritisation skills, tolerance for uncertainty and adaptability, claims acumen, attention to detail, sound judgement and cost management awareness.
• Ability to identify key issues (jurisdiction, coverage, contractual and tortious liability, contribution, contributory negligence and quantum), break down complex problems, establish and manage reserves and develop solutions, supporting effective decision-making.
• Strong oral and written communication skills, with the ability to explain information confidently, liaise with external experts including solicitors and engage in negotiations for mutual benefit.
• Autonomous attendance at all external meetings / conferences / views / court appearances etc
• Proficient in Microsoft Office and insurance management applications.

About Crawford

Crawford is the world's largest publicly listed claims management company operating in more than 70 countries. Crawford has been in operation for over 80 years and is committed to restoring and enhancing lives, businesses, and communities affected by natural disasters and catastrophic events.

Crawford offers services across the entire claim lifecycle – from 'first notification of loss' through to litigation for a wide variety of clients by providing the following services:

• Loss adjusting – property, major and complex loss, catastrophe response
• Third party administration (Crawford TPA is a Lloyd's accredited provider)
• Forensic accounting including business interruption expertise
• Cyber response
• Managed repair services (Contractor Connection)
• Quantity surveying, forensic engineering & building consultancy (CRD Building Consultants)
• Legal services (HBA Legal)

To learn more about Crawford, please visit

Crawford is committed to being an inclusive workplace that employs and retains the best and most diverse talent. We value diversity of thought, experience and perspective and aim to create a workplace where our people feel valued, respected, and empowered. We welcome applications from Aboriginal and Torres Strait Islander peoples and from people of all backgrounds regardless of gender identity, age, sexual orientation, disability, or ethnicity.

It is the policy of Crawford that all successful employees consent to a national police check. To be eligible to apply, you must have Australian or New Zealand citizenship or permanent residency status.

Interested? Please submit a short cover letter explaining why you are suitable for the role along with your resume.