Team Manager - AusSuper Life & LTC Team

This role is responsible for leading a team of Claims Consultants, Claims Service Consultants and/or Officers to delivery exceptional claims handling and service experience in line with TALs claims philosophy, claims handling procedures and risk management framework.

This role is focused on providing a market-leading customer experience while appropriately managing risk and regulatory compliance. This will be achieved by ensuring strong operational disciplines, portfolio management, stakeholder engagement and ensuring capability development across the team. The Team Manager is also responsible for the resolution of escalated issues or customer complaints, whilst delivering outcomes that align with TAL’s Claims Philosophy.

In this role you will: 

• Claims Management: Own performance of the Life Claims portfolio, ensuring accurate assessment, cost control, and customer service using best-practice strategies.
• Customer Escalations: Resolve complaints and implement actions to improve service quality.
• Risk & Compliance: Maintain strong risk culture and adherence to all controls, policies, legislation, and industry guidelines.
• Complex Claims Support: Assist with liability determinations, strategy sign-off, and case conferencing for complex claims.
• Operational Oversight: Manage daily work allocation, monitor performance, resource planning, and ensure service delivery through reporting.
• People Leadership: Recruit, coach, and develop Claims Consultants while driving TAL’s risk culture and customer service standards.