Job Description
Lead the Future of Medical Assistance | Team Leader, Medical Assistance
n
Brisbane, Australia
n
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.
n
This is more than a leadership role—it's an chance 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.
n
The Opportunity
n
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 setting.
n
What You'll Bring
n
Leadership & People Development
n
n
Proven leadership experience managing and developing high-performing teams.
n
Strong coaching, mentoring, and performance management capability.
n
Ability to foster an engaged, collaborative, and accountable team culture.
n
Experience leading teams through change and continuous improvement initiatives.
n
n
Customer Experience & Service Excellence
n
n
Passion for delivering exceptional customer outcomes in complex environments.
n
Strong escalation management and complaint resolution skills.
n
Ability to utilise customer insights, feedback, and performance data to improve service delivery.
n
Customer-centric mindset focused on empathy, advocacy, and quality outcomes.
n
n
Operational Excellence
n
n




Experience managing daily operations, workloads, and competing priorities.
n
Strong analytical and problem-solving capabilities.
n
Confidence using performance metrics and reporting to drive results.
n
Ability to make sound decisions in high-pressure and time-critical situations.
n
n
Innovation & Continuous Improvement
n
n
Growth mindset with a focus on innovation and operational excellence.
n
Experience identifying process improvement opportunities and implementing change.
n
Ability to leverage data, insights, and technology to improve efficiency and customer experience.
n
Comfortable working in a digitally evolving environment embracing automation and AI-enabled solutions.
n
n
Risk, Compliance & Governance
n
n
Strong understanding of risk management and compliance responsibilities.
n
Commitment to maintaining high standards of governance, professionalism, and integrity.
n
Ability to balance customer outcomes with regulatory and business requirements.
n
n
Experience We're Looking For
n
Essential:
n
n
Demonstrated leadership experience within a fast-paced operational environment.
n
Proven experience coaching teams and driving performance outcomes.
n
Experience managing escalated customer matters and complex case resolution.
n
Strong stakeholder management and communication skills.
n
Ability to make effective decisions under pressure.
n
n
Highly Regarded:
n
n
Medical assistance, healthcare, emergency services,



paramedicine, hospital operations, or case management experience.
n
Travel insurance, insurance, claims, assistance services, or contact centre leadership experience.
n
Exposure to digital transformation, service optimisation, or operational improvement initiatives.
n
Experience working within regulated environments.
n
n
What Success Looks Like
n
You'll be a leader who:
n
n
Builds engaged, high-performing teams.
n
Uses data and insights to drive decision-making.
n
Champions customer experience excellence.
n
Leads change and embraces innovation.
n
Creates operational efficiencies through continuous improvement.
n
Demonstrates resilience, agility, and strategic thinking.
n
Delivers results while maintaining a strong focus on people and customer outcomes.
n
n
Why Allianz Partners?
n
Join a globally connected organisation where you'll have the opportunity to:
n
n
Lead meaningful work that supports customers during medical emergencies.
n
Influence service excellence in a highly specialised assistance environment.
n
Work alongside talented professionals across healthcare, insurance, and assistance services.
n
Contribute to an organisation embracing innovation, technology, and future-focused ways of working.
n
Access career development opportunities within a world-leading brand.
n
Be part of a culture built on our values: Caring, Connected, Responsible, Trustworthy, and Excellent.
n
n
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.
n
****** | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

📌 Team Leader Claim Operations (Queensland)
🏢 Allianz
📍 Queensland