Head of Customer Service and Operations

At TAL, we’re committed to helping Australians live better lives by protecting what matters most. As Head of Customer Service and Operations, you’ll lead a critical function that supports our Direct and ALSL customers, shaping their experience across a substantial and strategically important portfolio. Through a significant transformation journey, you’ll help create simpler, smarter and more connected customer experiences while fostering a high-performing culture. This is an opportunity to make a lasting impact for customers, employees and the business by helping deliver on TAL’s purpose and future vision.

In this role you will

• Lead customer service, retention and operations performance across TAL Direct and ALSL, delivering outstanding customer, people and commercial outcomes.
• Drive the ALSL Heritage Transformation and future operating model, creating a simpler, more efficient customer experience.
• Shape and execute strategic initiatives that balance business growth, operational excellence and customer needs.
• Improve retention, service and operational performance through continuous optimisation, innovation and digital enablement.
• Build strong partnerships across the business to remove barriers, align stakeholders and accelerate results.
• Develop high-performing leaders and teams, fostering a culture of accountability, engagement and continuous improvement.
• Bring extensive leadership experience in customer service, contact centre or operations environments, with a track record of leading large teams to deliver strong customer and business outcomes.
• Lead transformation with confidence, successfully guiding teams through change while maintaining performance, engagement and customer focus.
• Translate strategy into action, using sound judgement and practical problem-solving to deliver meaningful business results.
• Build trusted relationships across a diverse stakeholder group, influencing outcomes through collaboration and partnership.
• Develop and inspire leaders, fostering an inclusive, high-performing culture where people can grow, succeed and do their best work.
• Embrace innovation and continuous improvement, leveraging technology, digital solutions and new ways of working to enhance customer and operational outcomes.

TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be:

• An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index
• Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change
• Reconciliation Advocates – Read our Innovate Reconciliation Action Plan .
• We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community.
• Need adjustments during the recruitment process? Let our team know by getting in touch with us here. —we’re here to support you.

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems. 

As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.

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Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately .