Quality and Technical Manager

How will you make an impact?

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

As our Quality & Technical Manager, you will play a critical role in strengthening the integrity, consistency, and member outcomes of our Insurance Claims function.

If you’re motivated by continuous improvement, technical excellence, and making a genuine difference to members at critical life moments, this is an opportunity to create lasting impact.

The opportunity

The Quality & Technical Manager closely supports the Insurance Claims Team. The primary purpose of this role is to build and maintain the Quality assurance program to ensure internal stakeholders and external vendors are adhering to the funds core values and brand model. This is more than a governance role — you will actively shape how we deliver for our members. By identifying opportunities across process, systems, and capability, you’ll drive meaningful improvements that enhance decision quality, efficiency, and the overall member experience.

About you

You are a quality-driven insurance professional with deep technical claims expertise and a passion for continuous improvement, bringing a strong governance mindset and the ability to translate insights into better outcomes for members.

Key responsibilities

• Lead and continuously enhance the end-to-end Quality Assurance framework, ensuring consistency, compliance, and alignment to Fund standards
• Deliver quality evaluations and audits in line with agreed KPIs, driving measurable improvements in service outcomes
• Identify and implement improvements across process, systems and capability to uplift performance and efficiency
• Provide technical claims expertise and guidance across insurance and claims-related matters
• Establish and embed governance models across training, accreditation and knowledge management
• Drive a deep understanding of member and customer expectations, translating insights into tangible service improvements
• Ensure adherence to all compliance, regulatory and quality assurance requirements
• Partner with key stakeholders (Claims, Training, Risk) to deliver quality initiatives and improvement programs
• Lead process reviews and change initiatives to improve outcomes, reduce risk and optimise cost-to-serve
• Track, monitor and report on quality performance, identifying risks and opportunities across the claim's lifecycle

 Key Experience & Capabilities

• Tertiary qualifications in a relevant discipline (Finance, Commerce, or similar) preferred
• Demonstrated experience within financial services, insurance or superannuation
• Experience in a similar quality, technical or governance-focused role
• Project and/or operational management experience within insurance environments
• Strong understanding of Trustee obligations, Trust Deed and SIS legislation within a superannuation environment
• Extensive experience in claims and insurance administration, including Death and TPD claims
• Demonstrated experience in quality assurance frameworks, audits and governance model design
• Proven track record in process improvement, change management and operational uplift in claims environments
• Advanced analytical and problem-solving capability, with the ability to generate actionable insights
• Experience providing coaching and structured feedback to claims teams to drive quality outcomes
• Strong stakeholder management and communication skills, with the ability to influence across all levels

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).