Team Leader – Claims Management

About the role

As a Team Leader in EML’s Superannuation business, you will lead a high‑performing team of Case Managers who handle superannuation and life‑insurance claims. Based in Brisbane, Sydney or Melbourne, you will ensure claims are processed efficiently while delivering an exceptional customer experience.

Key responsibilities

• Lead, coach and develop a team of Case Managers to meet performance, quality and customer experience targets.
• Manage team portfolios, workflow and resources to ensure timely claim resolution.
• Monitor service standards and KPIs, providing regular feedback and coaching.
• Provide technical guidance on complex superannuation and life‑insurance claims.
• Identify trends, risks and improvement opportunities and implement corrective actions.
• Coordinate quality assurance activities and drive continuous improvement initiatives.
• Foster a positive, engaged team culture aligned with EML’s values.
• Partner with senior leaders to achieve operational objectives.

Required profile

• Proven experience leading a claims team within superannuation, life insurance or personal injury.
• Strong knowledge of superannuation and/or life‑insurance legislation and best practice.
• Demonstrated ability to coach, develop and motivate high‑performing teams.
• Excellent stakeholder management, communication and problem‑solving skills.

Required skills

What we offer

• Full‑time permanent role with the flexibility to work from Brisbane, Sydney or Melbourne.
• Opportunity to make a meaningful difference in customers’ lives.
• Supportive learning culture and career development pathways.