Team Manager, Claims Foundations

Company Description

Welcome to This Australian Life.

From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we're all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding excellence and retaining great talent.

We're always looking for people who want to go further with us. People who do what's right, aim high, and work smart. Why not see where we can go?

**Job Description**:
You will be responsible for recruiting and developing Claims Consultants within our Foundation teams to delivery exceptional claims handling and service experience in line with TALs claims philosophy, claims handling procedures and risk management framework.

You will also be responsible for defining all required learning objectives and building a Foundation program that ensures that these objectives are met and embedded. You will be supported by 2 Technical Specialists as well as our Learning and Development team and our Quality and Assurance team.

You will be required to work with the operational claims teams to triage appropriate claims into the Foundations Team for management in accordance with their requisite service levels and operational processes.

It is expected that these Claims Consultants will achieve their first delegations prior to graduating from this program at the end of the three to six-month program.

**Some of your responsibilities are the following**:

- Leading our bi-annual recruitment process including identifying the current skills and experience needs across the claims team.
- Participating in our assessment centres.
- Ultimate recruitment of high calibre, high potential foundation claims consultants.
- Development of a high-performance culture aligned to TAL's spirits.
- Development of our foundation skills in accordance with our Claims capability framework, our philosophy and our claims story. Excellent customer service, accurate assessment against policy terms, strong portfolio management and optimising return to health outcomes.
- Development of best practice claims assessment and management strategies to deliver the 'right' claims outcome in the shortest time in line with legislative and industry guidelines.
- Developing a strong risk culture ensuring adherence to all risk controls and processes.
- Operational management including liaising with the balance of the business to identify foundation cases from the balance of the business for the Foundation Claims Consultants to work on, daily work allocation and monitoring performance in accordance with relevant service standards and processes.
- Participation in case conferencing and peer discussions.
- Provide support with complex claims, claims liability determination, and claims strategy sign off above delegation limits, where required.
- Accountable for driving TAL's Risk Culture across the team (as defined in the RMF).
- TAL policies, procedures and guidelines ensuring claims management is in accordance with the TAL claims philosophy.
- External regulations (e.g., Privacy and Life Insurance Code of Practice) and all relevant legislation and industry guidelines
- All interactions with Customers, Advisers and other internal and external stakeholders adhere to TAL's Customer Service Culture through the provision of high-quality, accurate and compliant work.

**Qualifications**:

- At least 2 years' experience in a similar team manager role within Financial Services/Insurance Industry or 5 years' experience in a Claims Consultant (or similar) role
- Strong knowledge of Insurance (Preference given to Life Insurance experience)
- Demonstrated experience in operational management
- Excellent communication and presentation skills
- Sound knowledge of claims handling practices
- Sound knowledge of the Life Insurance Code of Practice and associated assessment and operational requirements
- Relevant tertiary qualifications in Business, Commerce, Health or Allied Health (desirable)
- Diploma or Certificate IV in Life Insurance, or equivalent (desirable).

Additional Information

Work is a big part of this Australian life, and we work hard to make it one of the best parts. We don't just say it; we do it. We offer a workplace that's inclusive and flexible, supporting our people with options that let them make the most of their careers.

We know the value of having different people from all walks of life, with varied points of view and attributes regardless of their age, ethnicity, religion, sexual orientation, gender identity, intersex status or any disabilities they might be living with. We strive for a diverse and inclusive workplace where a sense of belonging encourages people to bring their full selves to work.

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Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations ar