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Lead a high-performing claims team, ensuring compassionate customer experiences while maintaining compliance and managing risks. Champion service improvements and operational excellence, fostering development among team members.

The role involves enhancing TAL's Business Resilience capability through Business Continuity and Crisis Management activities, supporting stakeholders in maintaining documentation, facilitating reviews, conducting Business Impact Analysis, and liaising with teams to ensure effective recovery strategies and stakeholder relationships.

Lead the Life Insurance Claims Team to provide fair, timely, human-centred outcomes for customers. Develop the team, ensure compliance, and manage escalations effectively.

Lead partner-facing tech and information security assurance activities for third-party vendors: coordinate responses, review assurance artefacts (SOC/ISO), perform control testing, report risks and remediation, and maintain technology/cyber contractual clauses and frameworks to meet regulatory obligations.

Partner with the Chief Customer & Brand Officer to set strategy, governance and operating rhythms; lead executive and board reporting, budget oversight and delivery of priority initiatives; own Line 1 risk management (FAR, controls, incidents) and coordinate innovation and global partnerships to embed risk‑aware decision making across Customer & Brand.

Own and deliver the digital and AI product strategy and roadmap for Claims, leading cross-functional discovery, pilots, scaling and operationalisation of AI-enabled solutions to improve decision speed, consistency, risk management and cost efficiency.

Partner with Claims and health practitioners to design and deliver evidence-based recovery and return-to-work strategies for IP and TPD claims. Intervene early on at-risk claims, coach Claims Consultants, influence external provider quality, and contribute insights to improve recovery outcomes and claims performance.

As a Senior Claims Consultant, you will manage complex Group Life claims, provide customer support, and mentor junior staff, ensuring compliance with policy and regulations.

Manage a portfolio of complex Group Life Insurance claims, assessing eligibility, analysing medical and financial information, communicating with customers and stakeholders, developing return-to-work plans, leading case conferences, and mentoring junior staff to deliver high-quality claim outcomes in line with regulatory and policy requirements.

Manage end-to-end group life insurance claims (TPD and IP) for the REST fund, assess and finalise payments, engage medical, legal and rehabilitation specialists, communicate with customers and stakeholders, and participate in case conferences to deliver quality health and claims outcomes.