Team Leader Claims

As a Team Leader - Claims, you'll be responsible for leading a team that manages early release claims from notification through to payment, ensuring claims are handled efficiently, accurately, and within agreed service standards.

You'll create an environment where your team can thrive by providing coaching, performance support, and development opportunities that help deliver outstanding member experiences. Working closely with members, insurers, internal stakeholders, and external service providers, you'll influence positive claim outcomes while maintaining a strong focus on quality, compliance, and service excellence.

You'll also play a key role in driving operational improvements, implementing change initiatives, and identifying opportunities to strengthen processes, performance, and customer experience outcomes.

This role is a permanent opportunity and is based in Brisbane or Melbourne.

Responsibilities

Day to day, you'll:

• Lead, coach and develop a team to deliver outstanding member experiences and achieve performance objectives.
• Provide regular feedback, mentoring and development support to build team capability and engagement.
• Monitor team performance, customer outcomes and service standards to drive continuous improvement.
• Act as an escalation point for complex enquiries, decisions and claim-related issues.
• Build strong relationships with members, insurers, internal stakeholders & external providers to facilitate quality outcomes.
• Identify and implement process, procedure and service improvements that enhance operational effectiveness.
• Support organisational change initiatives and ensure successful adoption within the team.
• Analyse performance trends and implement strategies that improve capability, retention, engagement and service delivery.
• Proactively manage claims processes and communications to support positive member outcomes.

Qualifications

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

• You have demonstrated experience leading and managing teams, including performance management, recruitment and employee development.
• Your understanding of change management principles enables you to successfully lead teams through evolving business environments.
• You'll bring a genuine passion for customer service and a proven ability to inspire others to deliver exceptional experiences.
• You're highly skilled at stakeholder management and can influence and negotiate complex outcomes across a broad range of stakeholders.
• You have strong commercial and business acumen, including the ability to assess risk and identify improvement opportunities.
• Your communication skills allow you to navigate sensitive situations with professionalism, integrity and empathy.
• You'll ideally have experience within superannuation, insurance claims management or a related financial services environment.
• You're RG146 qualified, or have a Diploma of Financial Services or equivalent qualification, or are willing to obtain one.
   

Our 2.4 million members trust us to take care of over $330 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you’ll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities. Awaken your career at Australian Retirement Trust and apply now. 

We don’t want to leave you with a monstrous wait. So, you’ll hear from us after the closing date to find out whether you’ve made it through to the next round or not. Being fair and up-front is important to us – and recruitment is no different.