Team Leader Optimisation

Our client is a trusted global insurance brand seeking a highly capable Team Leader to oversee a specialist team of Knowledge Writers and Business Optimisation SMEs. This is a critical leadership role responsible for ensuring the accuracy, integrity, and accessibility of claims knowledge, while simultaneously driving business optimisation initiatives that improve processes, strengthen risk controls, and enhance customer outcomes.

As Team Leader, you will provide both strategic direction and hands-on support to a team of seven (3 Knowledge Writers and 4 SMEs), coaching and developing capability while fostering a culture of collaboration and continuous improvement. You will oversee the creation and maintenance of clear, compliant, and user-friendly knowledge resources, ensuring frontline claims teams have the tools and guidance to operate effectively.

In addition to knowledge management, you will play a pivotal role in identifying and prioritising business optimisation opportunities, conducting data analysis, problem-solving, and cost–benefit reviews to deliver solutions that are practical, scalable, and aligned with business priorities. You will be expected to embed compliance and resilience practices across the function, ensuring regulatory obligations are met while enabling sustainable business performance.

Success in this role will require strong engagement with key stakeholders across technology, compliance, operations, customer experience, and data analytics. By building strong cross-functional relationships, you will influence decision-making, secure endorsement for initiatives, and ensure that process improvements deliver measurable benefits across the broader organisation.
Ultimately, the purpose of the role is to strengthen organisational capability, reduce operational and compliance risk, and empower frontline teams to deliver a seamless, efficient, and customer-focused claims experience within a dynamic insurance environment.

Your key responsibilities will include:

• Lead, coach, and develop a team of seven – providing clear direction, mentoring, and performance management to build capability, drive accountability, and foster a high-performing, engaged culture.
• Oversee the creation, accuracy, and accessibility of claims knowledge and procedures- ensuring all content is compliant, user-friendly, and enables frontline claims teams to deliver consistent, efficient, and customer-focused outcomes.
• Drive business optimisation initiatives from concept to delivery- identifying opportunities through data analysis and problem investigation, assessing cost–benefit impacts, and implementing practical solutions that improve efficiency, compliance, and customer experience.
• Embed strong compliance and risk practices across knowledge and process management- ensuring legislative, regulatory, and organisational standards are met, while building resilience and reducing operational risk.
• Foster collaboration and alignment across key business functions- working closely with technology, compliance, operations, customer, and data analytics teams to influence priorities, secure stakeholder buy-in, and ensure initiatives deliver sustainable organisational benefits.
• Champion continuous improvement and innovation within the claims environment - using insights, feedback, and post-implementation reviews to refine processes, enhance systems, and embed a culture of learning and adaptability.
• Report, analyse, and present insights to senior stakeholders- monitoring the effectiveness of knowledge platforms and business improvement initiatives, preparing clear business cases and updates, and providing recommendations for future priorities.

• Proven leadership experience- with a track record of coaching and developing diverse teams, setting clear expectations, driving accountability, and building a culture of collaboration and high performance.
• Strong background in knowledge management, business optimisation, or process improvement- with demonstrated ability to oversee procedure documentation, process mapping, and continuous improvement initiatives that deliver measurable business outcomes.
• Experience in risk management and compliance- with an understanding of regulatory and legislative obligations within the insurance or broader financial services environment, and the ability to embed compliance practices into operational processes.
• Exceptional analytical and problem-solving skills- with the ability to interrogate data, identify root causes, evaluate cost–benefit impacts, and design practical solutions that balance efficiency, compliance, and customer needs.
• Excellent communication and influencing skills- including the ability to tailor complex information to different audiences, write and edit technical content to a high standard, and present compelling business cases and recommendations to senior stakeholders.
• Proven stakeholder engagement capability- confident in building productive relationships across technology, compliance, operations, customer, and data functions, influencing decision-making, and securing buy-in for initiatives.
• Strong organisational and prioritisation skills- with the ability to balance competing priorities, manage multiple initiatives, and deliver outcomes within agreed timeframes in a fast-paced insurance environment.
• Resilience and adaptability- comfortable leading change, navigating complexity, and fostering a culture of continuous improvement in a dynamic and evolving business setting.

• The opportunity to take on a leadership opportunity with a global market leader in growth
• $115,000 TRF plus a career opportunity
• The ability to develop your own profile/brand across this organisation, as you engage with stakeholders through collaboration, problem solving and solution design.