Manager, Claims Quality Assurance

TAL

2d • Hybrid

About The Position

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.

Requirements

• At least 3-5 years' experience working in claims quality assurance within the Life Insurance or related discipline in Financial Services/Insurance industry (or similar)
• Demonstrated understanding of life, trauma, Lump Sum (TPD), Disability and Income Protection claims assessment and management requirements.
• Demonstrated understanding of relevant regulatory and legal obligations impacting Life Insurance claim assessment.
• Detailed knowledge of Claims processes, regulations and compliance and the ability to translate knowledge and experience into recommendations to add value to the business.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees