Team Leader – Claims Management

About the role

EML is seeking a Team Leader to head a high‑performing group of Case Managers within its Superannuation and Life Insurance claims business. Based in Brisbane, Sydney or Melbourne, you will drive performance, ensure quality outcomes and deliver an exceptional customer experience for clients navigating complex claims.

Key responsibilities

• Lead, coach and develop a team of Case Managers to meet performance, quality and customer experience targets.
• Oversee team portfolios, workflow and resources to ensure efficient 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, implementing strategies to enhance outcomes.
• Coordinate quality assurance activities and contribute to 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 in superannuation, life insurance or personal injury.
• Strong knowledge of relevant legislation and industry best practice.
• Demonstrated ability to coach, develop and motivate high‑performing teams.
• Excellent stakeholder management, communication and problem‑solving skills.

Required skills

• Superannuation claims expertise
• Life insurance claims expertise
• Knowledge of relevant legislation

What we offer

• Full‑time permanent role with competitive remuneration.
• Opportunity to make a meaningful impact on customers’ lives.
• Supportive learning culture and career development pathways.