Team Lead - Life Retail Claims

Team Lead - Life Retail Claims

This role leads the day-to-day delivery of Retail / Individual Life Claims, with responsibility for the accurate, fair and timely assessment and processing of claims and policy benefit transactions across annuity, credit life, term assurance, whole of life and other individual life products, including surrenders, maturities and related benefits. The role is accountable for service delivery within agreed SLAs, sound claims decisions, strong customer outcomes and effective control of claims cost, leakage and operational risk.

This is a senior leadership role within Life Claims. The role holder will provide day-to-day direction to the Retail Claims team, set clear priorities, allocate work, coach team members and take ownership for the quality and timeliness of the unit's output. The role requires strong technical judgement, critical thinking and the ability to convert claims data into practical insight for management decision-making. The role holder will work closely with Actuarial, Underwriting, Reinsurance, Risk, Compliance, Finance, Customer Experience, Sales and other shared services, ensuring that claims experience informs pricing, reserving, underwriting, product and process decisions.

The role will achieve these outcomes through effective leadership and oversight of the Retail Claims function, including:

• Ensuring the team obtains all necessary information and evidence required for the accurate and timely assessment of claims and policy benefit transactions.
• Providing technical oversight of claim admissibility and coverage decisions, and reviewing complex, high-value or exception cases to ensure consistency with policy terms, regulatory requirements and delegated authority.
• Overseeing the assessment of claim circumstances, policy status, supporting evidence and benefit calculations, and providing guidance or approval on complex and escalated cases within delegated authority.
• Reviewing and authorising claim settlements and payments within approved limits, ensuring appropriate escalation of exceptions and consistent application of claims standards.
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