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Claims Team Leader

7 months ago

Auckland City, New Zealand TOWER Insurance Full time

**Why you'll love working with Tower**

At Tower, we put our people first and pride ourselves on creating a diverse and inclusive space that provides opportunities for everyone to thrive. As a unique Kiwi and Pacific insurer operating for over 150 years, with roots all the way back to Dunedin, we embrace and encourage our people to bring their whole selves to work.

We celebrate all ages, genders, sexual orientations, races, religions, and anything else that helps to make our people special. We are proud holders of the Rainbow Tick which is an important symbol for us.

**What will you be doing**

As a Team Leader in Claims, you will join a cohesive leadership team who are dedicated to providing a positive customer experience through engagement, motivation, and empowerment of their teams, in an environment that also ensures that you are well supported.

Reporting to the Head of Claims, you will manage the workload of the claims team, and identify continuous improvement opportunities to ensure the effective and efficient provision of services exceeds our customers' service expectations.

This role will build high-performing teams, provide coaching and be accountable for ensuring the claims are settled in accordance with the policy wording, and the company's agreed policies and procedures**.**

You can expect to be across the following:

- Set performance goals for individuals and team and ensure delivery of these;
- Demonstrate servant leadership, that empowers people and supports new ideas to innovate
- Ensure the timely and successful resolution of claims queries.
- Lead and navigate people through business transformation and change whilst maintaining productivity and engagement.
- Utilise the daily scorecard to monitor the team results and provide daily side-by-side coaching that is linked to the achievement of our customer commitment.
- Working with both the Team Leaders & Technical Claims Manager to identify training and development needs for claims team.
- Ensure that all customer interactions, including acknowledgment of claim lodgement and updating of customers are achieved in line with the Fair Insurance Code. Any breaches by the team are to be recorded and escalated;
- Leading and collaborating with Claims Operations leadership peers to create focused, energised and creative initiatives

**What you'll need**

As a Team Leader, you will have proven experience within a leadership role and will bring your passion to coach and mentor your team to ensure their success. You will thrive working in a fast-paced environment and enjoy the opportunity to work collaboratively.

**To be successful in this role, you will also be able to demonstrate the following**:

- 1-5+ years' experience in a Leadership or Team manager role in
- Claims, Contact Centre, or Operations ideally in Insurance or Financial Services industry Claims knowledge and experience is an advantage
- Results driven and adaptative to change
- Strong team building, collaboration & coaching skills

**We pride ourselves on encouraging everyone to bring their whole selves to work and respect diverse opinions and backgrounds. Making sure we are doing what's right; our recruitment process is fair and unbiased.**

**What we'll bring to the table**

In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.

**Highlights include**:

- A paid day off on your birthday, as well as two extra annual leave days every year and the option to buy an additional eight days of leave. So up to six weeks off
- Wellness leave instead of sick leave so you can proactively look after your health and wellbeing before you get sick
- Career growth - we promote internal capability; we have programmes that recognise star performers
- Flexible workplace opportunities at our beautiful new Fanshawe St office
- Discounts on Tower insurance products of up to 50%
- Free Life Insurance of up to four times your annual base salary
- Paid parental leave top up for 12 weeks
- Retail deals and discounts