Claims Team Leader

Why you'll love working with Tower

At Tower, our values are the heartbeat of every interaction. We prioritize our people, fostering a diverse and inclusive environment where everyone can thrive. We encourage you to bring your whole self to work, representing the vibrant communities we serve. We celebrate all ages, genders, sexual orientations, races, religions, and everything else that makes our culture unique. Proud holders of the Rainbow and DV Free Ticks, we are committed to inclusivity and safety.

We are on a mission to lead our industry into a customer-centric future with innovation and disruptive thinking. As a unique Kiwi and Pacific insurance provider with over 150 years of history, our roots trace back to Dunedin.

What will you be doing?

Reporting to the Senior Manager Claims, you will manage the workload of the claims team, and identifying continuous improvement opportunities to ensure effective and efficient provision of services to exceed our customers service expectations.

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

You can expect to be across the following:

• Manage a team of claims consultants.
• 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
• Ensure all team members meet and adhere to Towers compliance and regulatory obligations,
• Consistently identifying actions to maintain and improve Net Promotor Scores (NPS)
• Act collaboratively with other Team Leaders, Senior Claims Consultants and other members of Tower to deliver the Tower strategy

What you'll need

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 skill

Our commitment

We pride ourselves on encouraging everyone to bring their whole selves to work, embracing diverse opinions, experiences, and backgrounds. Our commitment is to create an inclusive workplace where our people come first, feel valued, safe, and respected. If you feel comfortable doing so, please let us know early in the process.

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:

• 16 weeks paid leave for the primary carer and four weeks paid leave for partners, for our Tower whānau in New Zealand and the Pacific
• A paid day off on your birthday 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
• Career growth - we promote internal capability; and support you with design-specific development and training opportunities; we also have programmes that recognise star performers
• Flexible workplace opportunities at our beautiful new Fanshawe St office packed with modern technologies, stand-up desks, open space and coffee machines in two large modern kitchens with cafe-inspired dining areas
• Discounts on Tower insurance products of up to 50%
• Free Life Insurance of up to four times your annual base salary
• Retail deals and discounts with Les Mills, JB Hi-Fi, PB Tech, The Coffee Club, Warehouse Stationery and more

Apply now

Please note: We're eager to get the right person on board as soon as possible. We don't have set closing dates, so we'll start reviewing applications as they come in. Don't wait—apply now to make sure you're considered.