Manager, Claims Quality Assurance

This role is responsible for leading a Claims Quality Assurance team and providing quality assurance in relation to claim assessment in line with the TAL claims quality framework and risk management principles.

A key focus of this role is to promote a culture of risk management and continuous improvement by providing risk-based detective controls and insights relating to claim assessment.

You may be required to lead the delivery of small to medium scale projects or well-defined tasks on major projects to enable QA remediation or continuous improvement initiatives.

In this role you will:

• Claims Portfolio Ownership: Manage Life Claims with focus on customer service, accurate policy assessment, cost control, and return-to-health outcomes using best-practice strategies.
• Customer Escalations: Resolve complaints and implement improvements to enhance service quality.
• Risk & Compliance: Ensure adherence to TAL policies, legislative requirements, industry guidelines, and maintain a strong risk culture.
• Complex Claims Support: Provide guidance on liability determinations, strategy sign-off, and participate in case conferences for complex claims.
• Operational Oversight: Allocate daily work, monitor performance, manage resources, and use reporting to ensure service delivery.
• People Leadership: Recruit, coach, and develop Claims Consultants while driving TAL’s risk culture and customer service standards.