New Business Team Leader (Operations) – Outbound Calls
Employment type: 12 Month Contract
Role Summary
This is a newly created role offering the opportunity to shape the function and set the direction for the New Business Tele-Interview and Suspense team, ensuring high-quality customer service and timely completion of application requirements for policy issuance.
Working closely with other Team Leads, you will drive performance, strengthen processes, and build a high-performing, results-focused team, while overseeing workflow, quality, service delivery, and stakeholder relationships.
Primary (Key) Responsibilities
* Provide strategic leadership in the development and continuous improvement of the New Business Tele Interview and Suspense team
* Lead, coach, and develop direct reports to drive high performance, engagement, and accountability
* Champion and embed a strong, customer-centric service culture across the team
* Oversee workflow management to ensure effective prioritisation, control, and delivery against service standards
* Design and implement targeted suspense management strategies, with a focus on optimising outbound activity
* Lead and contribute to cross-functional initiatives that drive innovation and process excellence
* Optimise resource capacity, capability, and workforce performance to meet current and future business needs
* Act as a senior escalation point for stakeholders, ensuring timely resolution of service issues and clear communication
Secondary Responsibilities
* Drive service delivery outcomes through effective stakeholder engagement across internal teams and external partners
* Monitor, analyse, and report on performance metrics and outputs
* Manage team resourcing to support BAU, training, development, and project initiatives
Direct Reports
* Up to 8-10 FTEs
Key external relationships
* External stakeholders include financial advisers, UHG (United Health Group), and medical administration professionals and providers
Key Internal Relationships
* Key stakeholders include New Business Manager and Team Leaders, Operations, Underwriting, Distribution (BDMs/BDAs), Product, Call Centre, IT, and Finance
Qualifications Required
* Demonstrated experience in people leadership within Life Insurance preferred but not essential, were also open to broader Insurance/Financial Services industries
* Formal qualifications in management or leadership (highly regarded)
Attributes or Skills Required
* Passion for customer service and effective complaint resolution
* Strong prioritisation, organisation, and problem-solving skills
* Proven leadership with the ability to influence and drive outcomes
* Excellent communication skills (verbal and written), including confident phone engagement
* Strong stakeholder management and relationship-building capability
* Sound decision-making with a focus on data-driven insights
Why ClearView?
We're an ASX-listed Australian life insurance business. For over a decade we've served our customers with a clear vision: to help Australians and their families achieve peace of mind about their future while being a positive force for our people, partners, customers and community.
Our flat structure offers an innovative culture, where ideas are welcomed, and results are recognised. Join us and you will be joining a group of likeminded, passionate people who turn up every day to share, help and be better than yesterda y...together!
Some Of Our Benefits Include
* Workplace flexibility - We have a hybrid working model, giving you to opportunity to work from home 2 days per week. This gives you the support you need to help balance your career with the things that make your life rich
* Employee Referral Program - successfully refer a friend and receive $1,000
* Additional Leave - We offer another full week of paid leave - 5 weeks in total
* Extended Parental Leave – 16 weeks paid parental leave on top of government leave, available to all genders.
* Volunteer Day - 2 days of paid leave to volunteer in the community per year
* IPAC rewards - an extensive rewards program offering discounts and cash-back deals at over 350+ retailers
* LinkedIn Learning - Over 6,000 Courses and accreditations available to all staff, 24/7
* Reward & Recognition Program - Quarterly & Annual Awards celebrating employees and teams who are exceptional in living the ClearView values
* Staff Discounts - 27.5% discount on ClearView's life insurance product, ClearChoice
* Study Assistance - ClearView promotes learning and will provide financial assistance for approved learning and time off work to study and complete exams
* Fitness First discount - 25% discount for our Sydney employees at Fitness First Bond Street
ClearView values: Integrity, Collaboration, Authenticity, Persistence
ClearView is an equal opportunity employer, committed to a fair and accessible recruitment process for all candidates. If you require any adjustments or support to participate, we encourage you to let us know at the time of your application.
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