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About the Role

As Team Leader at IAG, you will own daily work allocation, ensuring team success and delivering high-quality underwriting outcomes and exceptional customer service. You will coach and develop your team, fostering a culture of continuous improvement, identifying smarter ways of working, and enhancing team performance with a customer-first mindset.

Responsibilities

• Drive partner advocacy by delivering quality service outcomes and resolving escalated issues promptly
• Monitor team customer interactions and provide timely, constructive feedback to lift performance
• Support the Manager to motivate and inspire the team to deliver best-in-class customer service
• Allocate resources and assign work to meet daily, weekly, and monthly operational plans
• Ensure tailored coaching plans are executed to achieve customer, growth, and efficiency targets
• Maintain strong governance by adhering to Group policies and procedures
• Demonstrate IAG values and lead through the IAG Way in all interactions
• Foster a safe, inclusive environment that supports wellbeing and engagement
• Lead coaching, capability uplift, and resource planning to drive continuous improvement
• Execute action plans to strengthen team capability, quality outcomes, and performance standards

Requirements

• Proven experience leading and coordinating a team, with at least 3 years in a Team Leader role
• Strong ability to prioritise workloads and deliver against KPIs and organisational goals
• Energetic leader who builds a positive, high-performing team culture
• Sound judgement and business acumen with strong organisational skills
• Excellent customer service, conflict resolution, and stakeholder management capabilities
• Relevant insurance knowledge, including a Certificate IV (or Diploma) and understanding of General Insurance products and operations

Location

• Sydney

Work Type

• Hybrid
• Fixed-term

Experience Level

• 3 years in a Team Leader role

Education Level

• Certificate IV (or Diploma)

Benefits

• Boosted superannuation with 13% as standard
• 20 days annual leave + 5 days MyLeave
• Work from home and many more flexibility options with myFlex
• Up to 50% off personal insurance, including home and motor insurance
• Partner discounts on private health insurance, tech & appliances, and many more
• Industry-leading 20 weeks paid parental leave
• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities

About the Company

• IAG is the largest general insurance group in Australia and New Zealand.
• Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.
• As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected.
• We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities.
• We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.