This is a Team Manager - AusSuper Life & LTC Team role with TAL Australia based in Melbourne, VIC, AU TAL Australia Role Seniority - mid level More about the Team Manager - AusSuper Life & LTC Team role at TAL Australia Company Description Join us in shaping the future of the insurance industry, driven by innovation and a 150-year legacy of protecting people Help protect over 5 million Australians, making a real difference in their lives during their most challenging times Enjoy work-life balance with flexible working options, and well-being initiatives that prioritise your health Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Daiichi Life, we're driven by big ambitions and empower to create better products and services. Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities. Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance. So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer. Job Description 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. 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. Additional Information TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be: An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change Reconciliation Advocates – Read our Innovate Reconciliation Action Plan . We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ community. Need adjustments during the recruitment process? Let our team know by getting in touch with us here —we’re here to support you. You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems. As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks. LI-Hybrid Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility. If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately . Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the TAL Australia team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading a team Managing customer experience Resolving escalated issues Key Strengths Claims management Customer escalations ⚖️ Risk & compliance Complex claims support Operational oversight People leadership A Final Note: This is a role with TAL Australia not with Hatch.
