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Team Leader Claim Operations

lead · Insurance

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.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Great to have you on board. Let's care for tomorrow.