Claims Service Manager

About the role | He Aha Te Tūranga  

Lead a team of Claims Team Leaders and their teams to deliver an exceptional experience for nib customers.  

You will achieve this through the adoption and integration of an operational excellence framework, where your leadership will drive performance and promote a culture of continuous improvement. Your key areas of focus include customer experience, operational efficiency through process and technology and enabling a high performance culture.  

Day to day you will: 

• Lead the claims function to achieve strategic and operational goals 

• Drive performance, operational excellence and continuous improvement 

• Ensure payment integrity and accurate claims outcomes 

• Coach and develop leaders to build high-performing teams 

• Foster a collaborative, accountable and customer-focused culture 

• Own and optimise end-to-end claims and STP processes 

• Support Team Leaders to manage performance, KPIs, rostering and compliance 

• Lead communication, stakeholder engagement and team alignment 

• Manage employee performance and conduct matters 

About you | Ko Wai Koe   

We’re seeking an experienced operational leader with a proven ability to drive performance in complex and evolving environments.  

You will bring strong analytical skills, a track record of leading high-performing teams, and experience delivering measurable performance improvements.  

Success in this role will require expertise in developing and implementing strategic initiatives focused on digital transformation, automation and workforce optimisation. 

You’ll bring: 

• Strong communication skills, ability to present to all levels of the organisation as well as externally.  

• Able to build and maintain collaborative working relationships with both internal and external stakeholders   

• A desire to eliminate waste while driving operational excellence 

• Understanding of performance targets and measurements, and the ability to track and monitor operations 

• Broad knowledge of nib and Private Health Insurance  

If you're ready to step into a role that will challenge and reward you daily and provide an opportunity to build on your career, then please apply today! 

About nib | Ko Wai M­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­ātou 

Here at nib, we pride ourselves on our innovative and passionate approach in offering Kiwis affordable, world-class health and life insurance.  

We believe in “challenging the status quo” and admire the diversity of thought and seek out people with an intrinsic need to make the world a better place. Health and wellbeing go hand in hand with our ‘future state’ strategy.  Ehara i te toa takitahi (success is not achieved alone) - you will be joining a collaborative, innovative and driven team with the following benefits: 

• Free health, life, income protection insurance + discounts for family members 

• Hybrid work environment: work from home and the Christchurch or Auckland office 

• Join a supportive and dedicated team where you can develop and enhance your career 

• An exceptionally generous leave policy including 22 days annual leave, cultural leave, 18 weeks fully paid parental leave for all parents  

• Short term incentive programmes  

Diversity, equity and inclusion | Te kanorau me te whakaurunga  

We embrace an inclusive working environment.  We are LGBTQIA+, disability and neurodiverse inclusive, and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age, culture, nationality, accessibility, and education are valued to reflect the diversity of the communities in which we operate. 

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another.  

Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib, we’re committed to creating a flexible working environment where you’re free to be you. 

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history check) prior to commencement of employment.