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TAL • Sydney, New South Wales, Australia
Role & seniority: Claims Quality Assurance Lead/Manager; seniority focused on leading QA for life claims.
Stack/tools: TAL claims quality framework; risk management principles; reporting and analytics; case conferences; regulatory and compliance knowledge.
Manage Life Claims QA portfolio with emphasis on customer service, accurate policy assessment, cost control, and return-to-health outcomes.
Ensure risk & compliance with TAL policies, legislation, and industry guidelines; promote a strong risk culture.
Lead the QA function and provide guidance on complex claims, while overseeing operations, staffing, and continuous improvement initiatives.
3–5 years in claims quality assurance within Life Insurance or related financial services.
Deep understanding of life, trauma, lump sum (TPD), disability, and income protection claims assessment.
Knowledge of regulatory/legal obligations affecting Life Insurance claim assessment.
Strong knowledge of claims processes, compliance, and ability to translate insights into business value.
People leadership/mentoring experience; project delivery or remediation experience; stakeholder management; track record of risk-culture improvements.
Location & work type: Melbourne, Sydney, or Brisbane; hybrid work arrangement (#LI-Hybrid).
Company Description Help protect over 5 million Australians, making a real difference in their lives during their most challenging times Enjoy work-life balance with flexible working options, and well-being initiatives that prioritise your health Flexibility to work from Melbourne, Sydney or Brisbane offices Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Daiichi Life, we're driven by big ambitions and empower to create better products and services. Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities. Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance. So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer. Job Description This role is responsible for leading a Claims Quality Assurance team and providing quality assurance in relation to claim assessment in line with the TAL claims quality framework and risk management principles. A key focus of this role is to promote a culture of risk management and continuous improvement by providing risk-based detective controls and insights relating to claim assessment. You may be required to lead the delivery of small to medium scale projects or well-defined tasks on major projects to enable QA remediation or continuous improvement initiatives.
Claims Portfolio Ownership: Manage Life Claims with focus on customer service, accurate policy assessment, cost control, and return-to-health outcomes using best-practice strategies.
Customer Escalations: Resolve complaints and implement improvements to enhance service quality.
Risk & Compliance: Ensure adherence to TAL policies, legislative requirements, industry guidelines, and maintain a strong risk culture.
Complex Claims Support: Provide guidance on liability determinations, strategy sign-off, and participate in case conferences for complex claims.
Operational Oversight: Allocate daily work, monitor performance, manage resources, and use reporting to ensure service delivery.
People Leadership: Recruit, coach, and develop Claims Consultants while driving TAL’s risk culture and customer service standards. Qualifications At least 3-5 years' experience working in claims quality assurance within the Life Insurance or related discipline in Financial Services/Insurance industry (or similar) Demonstrated understanding of life, trauma, Lump Sum (TPD), Disability and Income Protection claims assessment and management requirements. Demonstrated understanding of relevant regulatory and legal obligations impacting Life Insurance claim assessment. Detailed knowledge of Claims processes, regulations and compliance and the ability to translate knowledge and experience into recommendations to add value to the business. Additional Information