Team Manager

This role leads a team of Claims professionals to deliver high-quality, customer-focused claims outcomes in line with TAL’s claims philosophy, procedures and risk framework. The Team Manager ensures a market-leading customer experience while effectively managing risk and regulatory obligations through strong operational governance, portfolio oversight, stakeholder collaboration and team capability development. The role is also accountable for resolving escalated matters and customer complaints, ensuring fair, compliant and timely outcomes aligned with TAL’s claims principles.

In This Role You Will

• Take accountability for the team’s Life Claims portfolio, ensuring high-quality customer service, accurate policy-based assessments, effective return-to-health outcomes and controlled claims costs through best-practice claims management.

• Manage and resolve escalated customer complaints, driving continuous improvement in service quality and customer outcomes.

• Oversee day-to-day operational management, including workload allocation, performance monitoring, resource planning, team communication and use of reporting to ensure effective service delivery.

• Lead people management activities, including recruitment, performance management and coaching, to develop Claims Consultants’ technical and business capability in line with the TAL capability framework.

• Monitor and oversee compliance with TAL policies, procedures and claims philosophy, ensuring consistent and appropriate claims management practices.

• Ensure adherence to external regulations, including privacy requirements, the Life Insurance Code of Practice, and all relevant legislation and industry standards.