In this role your focus will be to lead a team of claims professionals to manage a portfolio of Retail claims. You will help our Case Managers support our customers during their time of need, deliver an exceptional customer experience and improve claim duration. This is done by: Understanding, promoting and role modelling the contemporary claims management approach Understanding the business targets to be achieved and motivating the team to high performance Connecting to the broader organisation through trusting relationships with other internal departments, to find ways to share information and collaborate to contribute to the success of the business Developing and implementing an effective operating rhythm with the case management teams to identify, take ownership of, and manage the complex claim portfolio. Effectively managing the Lifecycle of claims. Delivering the customer experience in line with our claim’s philosophy and guidelines. Achieving service levels by planning and forecasting volumes and demand (based on analysis of trends and issues). Identify and implement efficiencies based on findings. Ensure quick and fair resolution to any complaints/ escalations, expressions of dissatisfaction, and internal dispute resolutions. About you Minimum 15 years’ experience as a Life Insurance Specialist with at least 5 years Leadership experience or and/or Experience working in a Legal Practice. Extensive understanding of Life Insurance Industry and of Life Insurance Claims Regulations and Obligations. Demonstrated technical claims expertise in Life Insurance u nderstanding relevant policy and legal tests. Qualifications in Life Insurance Cert IV (Claims or Underwriting) (desirable Experience working in a highly collaborative environment (desirable) Medical Terminology certificate and/or similar medical qualification (desirable) Tertiary qualification in relevant field or Legal qualification. Bringing our best to life - why join us? We do work that makes a genuine difference to our customers, partners and community. We have a supportive, inclusive and flexible team culture, including hybrid working. We support your growth and development, and careers across our business units and teams that are as unique as our people. We reward and celebrate our successes, through our incentive and recognition programs. We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave and our Family Life hub. We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our sustainability commitments. Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position. .