Group Intake Team Manager
At TAL, claims are more than decisions — they’re moments that matter. As a Group Intake Team Manager, you’ll lead with empathy and integrity, empowering teams to deliver thoughtful, human‑centred experiences when customers need us most. This role plays a critical part in bringing TAL’s Claims Philosophy to life, balancing care with confidence, and trust with accountability. By shaping how we support customers through life’s toughest moments, you’ll help ensure every interaction reflects our promise to protect what matters and help Australians keep living the lives they love.
In this role you will:
- Lead the end‑to‑end claims lodgement and notification setup, ensuring work is received, validated and established efficiently while balancing exceptional customer care and operational accuracy.
- Own the flow, quality, risk and prioritisation of all work entering the business, ensuring service level agreements, regulatory obligations and downstream efficiency are consistently met.
- Act as a key stakeholder engagement lead, proactively managing relationships with internal partners and external funds, responding to fund queries, addressing concerns, and providing clear, data‑driven insights into intake performance and outcomes.
- Champion TAL’s Claims Philosophy, embedding fair, timely and human‑centred claims experiences across the portfolio.
- Provide confident leadership on complex and escalated claims matters, applying sound judgement, technical expertise and a strong customer lens to achieve appropriate outcomes.
- Build and lead a high‑performing team, developing capability, accountability and engagement while fostering a strong and sustainable performance culture.
- Strengthen risk and compliance outcomes by role‑modelling disciplined, ethical and compliant claims practices and reinforcing clear governance standards.
- Drive continuous improvement, identifying and delivering initiatives that enhance service quality, operational efficiency and customer trust.
Qualifications
- Brings proven claims leadership experience with a strong grounding in insurance decision‑making.
- Balances empathy with sound judgement to deliver fair, customer‑focused outcomes.
- Develops and motivates high‑performing teams through clear expectations and coaching.
- Communicates clearly and confidently with customers, teams and stakeholders.
- Applies strong risk and compliance judgement to maintain quality and consistency.
- Stays resilient under pressure, tackling challenges calmly and constructively.
Additional Information
TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be:
An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index
Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change
Reconciliation Advocates – Read our Innovate Reconciliation Action Plan.
We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community.
Need adjustments during the recruitment process? Let our team know by getting in touch with us here.—we’re here to support you.
You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems.
As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.
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Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.
If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.