Insurance Claims Manager

How will you make an impact?

Are you passionate about making a positive impact to our members dignified retirement?

In this role, you will make a meaningful impact by leading the delivery of end-to-end insurance claims services that support members through some of life’s most critical moments. By driving fair, timely and high-quality claims outcomes, strengthening relationships with insurers, and leading a high-performing team, you will help ensure our members receive the support they need with care, consistency and integrity—ultimately contributing to their confidence in a dignified retirement.

The opportunity

This is a pivotal leadership opportunity to shape the delivery of end-to-end insurance claims services within a dynamic superannuation environment. You will lead a high-performing claims team, ensuring the timely, fair and consistent assessment of TPD, Income Protection and Death claims, while driving strong service outcomes for members. Working closely with insurers and key stakeholders, you will optimise claims processes, uplift capability, and embed best-practice governance to balance member outcomes, risk and operational efficiency.

About you

You are an experienced claims leader with a strong background in life insurance within superannuation, bringing deep expertise across end-to-end claims management and governance. You are passionate about delivering fair and compassionate member outcomes, combined with a sharp focus on service, compliance and quality. This role offers the opportunity to influence strategy, lead continuous improvement initiatives and make a genuine difference during critical moments in our members’ lives.

You will bring:

• Proven leadership experience managing and developing high-performing claims teams
• Strong technical knowledge across TPD, IP and Death claims within a regulated environment
• A track record of delivering claims outcomes in line with SLA, regulatory and quality standards
• Experience managing stakeholder relationships, including insurers and administrators
• The ability to lead through change, drive process improvement and enhance operational performance
• Strong communication, coaching and influencing skills, with a focus on continuous improvement
• A member-first mindset, underpinned by empathy, integrity and sound judgement

Key Experience & Capabilities

• Tertiary qualifications in a relevant discipline (Finance, Commerce, or similar) preferred
• Demonstrated leadership experience managing end-to-end life insurance claims operations across TPD, Income Protection and Death/Terminal Illness within a superannuation environment
• Strong technical expertise in claims assessment, ensuring decisions align with Trust Deed provisions, SIS legislation and AFCA guidance
• Proven ability to lead, coach and develop high-performing claims teams, driving capability uplift and a strong performance culture
• Experience managing claims portfolios to service level agreements, balancing member outcomes, quality and operational efficiency
• Well-developed stakeholder management skills, with the ability to effectively partner with insurers, administrators and internal teams
• Track record in complaints management and dispute resolution, exercising sound judgement and maintaining a member-first approach
• Experience in claims governance, risk management and quality assurance within a regulated financial services environment
• Demonstrated ability to identify improvement opportunities and lead process optimisation and change initiatives
• High level communication and influencing skills, with the ability to lead through change and drive a culture of continuous improvement
• A strong member-centric mindset, with the ability to deliver outcomes with empathy, integrity and care during critical life moments

What can we offer you?

Our employees are passionate about what we do and are proud to be part of an organisation which helps everyday Australians achieve a brighter future. We value diversity of thought and have an open and flexible workplace. Some industry leading benefits we offer include:

• Hybrid and flexible work environment
• 15% superannuation
• Additional paid leave over Christmas and New Year
• Additional 5 days paid “flex leave”, so that you can take time out when you need it
• 18 weeks paid parental leave
• Total Wellness Program, including benefits such as free flu shots, comprehensive EAP support, access to medical experts and wellness related events throughout the year
• 3 days community service leave
• 4 weeks paid gender affirmation leave
• Access to long service leave at 5 years
• Access to subsidised financial advice
• Dedicated per person development budget to support your growth

Just to name a few!

About us

At Hostplus, we passionately provide around 1.8 million members with the best possible service; constantly looking for new ways to deliver better value while helping members get the most out of their super. We are inspired to help our members achieve greater security for their future and ensure they retire with dignity.

Your role at Hostplus will make a difference, whether you're in marketing, financial advice, operations or any of our other divisions - you'll be contributing to ensuring our members retire with the best possible outcomes, and what better feeling is there than knowing your role helps someone to retire with dignity and security?

Our commitment to diversity and inclusion

We are dedicated to creating an inclusive workplace where everyone feels valued and appreciated for being their authentic selves. We celebrate diversity and believe that different backgrounds and experiences enrich our relationships and bring meaningful benefits to our people, our members, and the communities we serve.

We welcome applications from everyone and if you require any adjustments made during the recruitment process, we encourage you to reach out to us at talent@hostplus.com.au and to let us know how we can support.

How do I apply?

If you are interested in this opportunity, please follow the prompts to make an application.

We have an important duty to our members, all appointments are made subject to a satisfactory National Police, Bankruptcy and Insolvency Check. Applicants must have current and unrestricted work rights in Australia (sponsorship is not available for this role).