Claims Technical Leader

Claims Technical Leader We are looking for a highly skilled Claims Technical Leader to champion NTI’s national technical claims framework and support the delivery of exceptional customer outcomes. Reporting to the Technical Claims Manager , this role gives you the opportunity to: Drive Technical Excellence – Implement and maintain best‑practice technical claims processes that clearly differentiate NTI. Influence Outcomes – Provide expert advice on escalated or complex claims, policy interpretation, commercial decisions and ex‑gratia considerations. Shape Portfolio Performance – Monitor claims quality, identify systemic issues and lead improvement initiatives across the business. Build Collaboration – Work closely with multiple departments to uplift capability, strengthen governance and enhance claims management efficiency. Lead with Impact – Mentor, coach and support team members to develop their technical capability and confidence. Key responsibilities Managing claims from start to completion within agreed technical scope, service standards and timeframes. Providing specialist input into escalated, contentious or complex claims to ensure fair, consistent and commercially sound outcomes. Developing and delivering best‑practice technical claims governance on a national level. Identifying portfolio trends, opportunities and systemic issues, and coordinating action plans with senior leadership. Conducting quality assurance activities, audits and reporting results to drive continuous improvement. Building strong and effective relationships with internal teams, intermediaries, customers and service providers. Coaching, mentoring and supporting colleagues to uplift technical knowledge and capability. Contributing to cultural change, innovation and service differentiation initiatives. Completing reporting, analysis and other responsibilities as required by the business. What we’ll love about you You will be a proactive, knowledgeable, and collaborative claims professional who brings technical expertise and exceptional communication skills. You will ideally have: Tertiary qualifications in Business or a relevant discipline (essential). Relevant industry qualifications such as ANZIIF or commitment to commence within 12 months (essential). A minimum of 5 years’ experience in a similar technical claims role. In‑depth understanding of general insurance, ideally with exposure to NTI products. Strong analytical, problem‑solving and decision‑making skills. Ability to communicate assertively while building trust and confidence across stakeholders. Proven experience managing multiple complex claims and competing priorities. Exceptional relationship‑building and coaching capability. High level of discretion, maturity and emotional resilience. Ability to identify and resolve systemic issues to improve customer satisfaction. What to expect when you’re a part of the NTI family At NTI, we’re committed to providing an environment where our team members feel comfortable to be themselves and valued for their unique perspectives and contributions. We are committed to being a Best Employer of the Best People, and as such, we offer: A real and tangible commitment to your development and ongoing study. Competitive annual incentive programme. Up to 50% discount on a large range of personal insurance products. Access to discounts on over 350 retailers across Australia. The ability to apply for flexible working arrangements. Ready to apply? We can’t wait to read your application You may be required to complete phone, face‑to‑face or video interviews, psychometric testing, and pre‑employment checks as part of the application process. These are all great ways for us to get to know you better – and for you to get to know us. Seniority level Mid‑Senior level Employment type Full‑time Job function Quality Assurance, Analyst, and Strategy/Planning Industries Insurance #J-18808-Ljbffr