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 robust 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 study
- Competitive annual incentive program
- 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

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.

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📌 Technical Claims Lead (City of Sydney)
🏢 NTI
📍 City of Sydney