Job Description 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.
