Technical Claims Lead

We’re looking for a highly skilled Technical Claims Lead to champion NTI's national technical claims framework, provide expert guidance on complex claims, and play a key role in developing the technical capability of claims professionals across the business.
Whilst this is not a people management role, it is an opportunity to influence outcomes through technical leadership, coaching, mentoring and expertise.
Reporting to the Technical & Relationship 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.Collaborate Across the Business - Partner with leaders and teams to uplift capability, strengthen governance and enhance claims management efficiency.Develop People Through Coaching - Build technical capability across the claims team through mentoring, guidance and knowledge sharing.
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.Acting as a technical mentor and trusted advisor to claims professionals, providing guidance, coaching and support to strengthen technical capability and decision-making confidence.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 enjoys being the technical expert others turn to for guidance. You'll bring exceptional technical claims capability, a desire to share your knowledge through coaching and mentoring, and the ability to influence complex outcomes. You will ideally have:Relevant industry qualifications such as ANZIIF or commitment to commence within 12 months (essential).Minimum 3 years' experience in a technical claims, complex claims or specialist claims role. (essential)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.Demonstrated passion for coaching, mentoring and developing technical capability in others.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 studyCompetitive annual incentive programUp to 50% discount on a large range of personal insurance productsAccess to discounts on over 350 retailers across AustraliaThe 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.