Lead the Future of Medical Assistance | Team Leader, Medical Assistance

Brisbane, Australia

At Allianz, we dare to lead and care deeply. As a global leader serving millions of customers worldwide, we're transforming customer experiences through innovation, technology, and people-first leadership. We're looking for an exceptional Team Leader, Medical Assistance to drive performance, elevate customer outcomes, and lead a high-performing team supporting travellers when they need us most.

This is more than a leadership role—it's an opportunity to shape the future of medical assistance services by leveraging data-driven decision-making, continuous improvement, customer-centric thinking, and emerging technologies to deliver exceptional outcomes.

The Opportunity

As Team Leader, Medical Assistance, you'll lead a team responsible for coordinating critical medical services for travel insurance policyholders across the globe. You'll combine leadership excellence with operational expertise to deliver outstanding customer outcomes in a fast-paced, high-pressure environment.

What You'll Bring

Leadership & People Development

- Proven leadership experience managing and developing high-performing teams.
- Robust coaching, mentoring, and performance management capability.
- Ability to foster an engaged, collaborative, and accountable team culture.
- Experience leading teams through change and continuous improvement initiatives.

Customer Experience & Service Excellence

- Passion for delivering exceptional customer outcomes in complex environments.
- Strong escalation management and complaint resolution skills.
- Ability to utilise customer insights, feedback, and performance data to improve service delivery.
- Customer-centric mindset focused on empathy, advocacy, and quality outcomes.

Operational Excellence





- Experience managing daily operations, workloads, and competing priorities.
- Strong analytical and problem-solving capabilities.
- Confidence using performance metrics and reporting to drive results.
- Ability to make sound decisions in high-pressure and time-critical situations.

Innovation & Continuous Improvement

- Growth mindset with a focus on innovation and operational excellence.
- Experience identifying process improvement opportunities and implementing change.
- Ability to leverage data, insights, and technology to improve efficiency and customer experience.
- Comfortable working in a digitally evolving environment embracing automation and AI-enabled solutions.

Risk, Compliance & Governance

- Strong understanding of risk management and compliance responsibilities.
- Commitment to maintaining high standards of governance, professionalism, and integrity.
- Ability to balance customer outcomes with regulatory and business requirements.

Experience We're Looking For

Essential:

- Demonstrated leadership experience within a fast-paced operational environment.
- Proven experience coaching teams and driving performance outcomes.
- Experience managing escalated customer matters and complex case resolution.
- Robust stakeholder management and communication skills.
- Ability to make effective decisions under pressure.

Highly Regarded:

- Medical assistance, healthcare, emergency services, paramedicine,



hospital operations, or case management experience.
- Travel insurance, insurance, claims, assistance services, or contact centre leadership experience.
- Exposure to digital transformation, service optimisation, or operational improvement initiatives.
- Experience working within regulated environments.

What Success Looks Like

You'll be a leader who:

- Builds engaged, high-performing teams.
- Uses data and insights to drive decision-making.
- Champions customer experience excellence.
- Leads change and embraces innovation.
- Creates operational efficiencies through continuous improvement.
- Demonstrates resilience, agility, and strategic thinking.
- Delivers results while maintaining a strong focus on people and customer outcomes.

Why Allianz Partners?

Join a globally connected organisation where you'll have the opportunity to:

- Lead meaningful work that supports customers during medical emergencies.
- Influence service excellence in a highly specialised assistance environment.
- Work alongside talented professionals across healthcare, insurance, and assistance services.
- Contribute to an organisation embracing innovation, technology, and future-focused ways of working.
- Access career development opportunities within a world-leading brand.
- Be part of a culture built on our values: Caring, Connected, Responsible, Trustworthy, and Excellent.

If you're a resilient and people-focused leader who thrives in dynamic environments, drives performance through coaching, and is passionate about delivering exceptional customer outcomes, we'd love to hear from you.

Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

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📌 Team Leader Claim Operations (Brisbane City)
🏢 Allianz
📍 Brisbane City