Lead and develop a team of Claims Agents, driving performance, engagement and customer outcomes. Reporting to the Claims Operations Manager, you’ll coach your team, manage KPIs, and ensure efficient, compliant claims handling.
Key responsibilities
- Lead, coach and develop a high-performing team in the life and income protection claims space
- Manage KPIs, performance and daily operations
- Conduct 1:1s, reviews and ongoing coaching
- Monitor call quality and provide feedback
- Handle escalations and complaints
- Identify trends and drive process improvements
- Manage resourcing and team administration
- 2+ years leadership experience is desired, also open to candidates who come from senior claims background looking for their next step in their career
- Claims experience across life or general insurance is a must
- Strong coaching, communication and problem-solving skills
- Data-driven with ability to improve performance
- Experience in a call centre or fast-paced environment
- Leadership opportunity in a growing team
- Hybrid work environment, WFH 2 days each week
- No on the phone duties
- Quarterly awards offered
- Career development focus
- Onsite gym
- Healthy and wellbeing program
- Close to the metro
- Onsite car park
For a confidential discussion or if you have any questions about the role, contact Kate on 0427 357 338 or email kate@kennedyreid.com.au .
We are committed to providing a supportive culture and positively contributing towards creating diverse and inclusive workplaces for our candidates & clients. We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, and Indigenous Australians to apply.
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