Team Leader Claim Operations

Team Leader, Claims 

Brisbane, Australia

At Allianz, we dare to lead and care deeply. As a global leader serving millions of customers worldwide, we're transforming customer experiences through innovation, technology, and people-first leadership. We're looking for an exceptional Team Leader, to drive performance, elevate customer outcomes, and lead a high-performing team supporting travellers when they need us most.

This is more than a leadership role—it's an opportunity to shape the future of claims assistance services by leveraging data-driven decision-making, continuous improvement, customer-centric thinking, and emerging technologies to deliver exceptional outcomes.

The Opportunity

As Team Leader for Claims you'll lead a team responsible for coordinating critical claims for travel insurance policyholders across the globe. You'll combine leadership excellence with operational expertise to deliver outstanding customer outcomes in a fast-paced, high-pressure environment.

What You'll Bring

Leadership & People Development

• Proven leadership experience managing and developing high-performing teams.
• Strong coaching, mentoring, and performance management capability.
• Ability to foster an engaged, collaborative, and accountable team culture.
• Experience leading teams through change and continuous improvement initiatives.

Customer Experience & Service Excellence

• Passion for delivering exceptional customer outcomes in complex environments.
• Strong escalation management and complaint resolution skills.
• Ability to utilise customer insights, feedback, and performance data to improve service delivery.
• Customer-centric mindset focused on empathy, advocacy, and quality outcomes.

Operational Excellence

• Experience managing daily operations, workloads, and competing priorities.
• Strong analytical and problem-solving capabilities.
• Confidence using performance metrics and reporting to drive results.
• Ability to make sound decisions in high-pressure and time-critical situations.

Innovation & Continuous Improvement

• Growth mindset with a focus on innovation and operational excellence.
• Experience identifying process improvement opportunities and implementing change.
• Ability to leverage data, insights, and technology to improve efficiency and customer experience.
• Comfortable working in a digitally evolving environment embracing automation and AI-enabled solutions.

Risk, Compliance & Governance

• Strong understanding of risk management and compliance responsibilities.
• Commitment to maintaining high standards of governance, professionalism, and integrity.
• Ability to balance customer outcomes with regulatory and business requirements.

Experience We're Looking For

Essential:

• Demonstrated leadership experience within a fast-paced operational environment.
• Proven experience coaching teams and driving performance outcomes.
• Experience managing escalated customer matters and complex case resolution.
• Strong stakeholder management and communication skills.
• Ability to make effective decisions under pressure.

Highly Regarded:

• Team Leader within Travel, Insurance or Claims
• Travel insurance, insurance, claims, assistance services, or contact centre leadership experience.
• Exposure to digital transformation, service optimisation, or operational improvement initiatives.
• Experience working within regulated environments.

What Success Looks Like

You'll be a leader who:

• Builds engaged, high-performing teams.
• Uses data and insights to drive decision-making.
• Champions customer experience excellence.
• Leads change and embraces innovation.
• Creates operational efficiencies through continuous improvement.
• Demonstrates resilience, agility, and strategic thinking.
• Delivers results while maintaining a strong focus on people and customer outcomes.

Why Allianz Partners?

Join a globally connected organisation where you'll have the opportunity to:

• Lead meaningful work that supports customers during medical emergencies.
• Influence service excellence in a highly specialised assistance environment.
• Work alongside talented professionals across healthcare, insurance, and assistance services.
• Contribute to an organisation embracing innovation, technology, and future-focused ways of working.
• Access career development opportunities within a world-leading brand.
• Be part of a culture built on our values: Caring, Connected, Responsible, Trustworthy, and Excellent.

If you're a resilient and people-focused leader who thrives in dynamic environments, drives performance through coaching, and is passionate about delivering exceptional customer outcomes, we'd love to hear from you.