Senior Case Manager

A career that works for you Helping around 2 million Australians do more with their money Together, we’re making it happen The opportunity to join our team We are seeking a highly experienced Senior Case Manager to join our Trustee Claims team, where you will play a pivotal role in managing complex Total and Permanent Disability (TPD), Income Protection (IP), Death and Terminal Illness claims.

As a trusted technical expert, you will assess complex claims matters, provide technical leadership across the team and make sound, member-focused decisions that align with legal, regulatory and Trustee obligations. This role offers the opportunity to act as an Authorised Trustee Delegate, making formal determinations on behalf of the Trustee while balancing fairness, compliance and risk considerations.

You will work closely with leaders and stakeholders across the business, contributing to governance, continuous improvement initiatives and claims strategy. If you are passionate about delivering exceptional member outcomes while mentoring others and driving technical excellence, this is an opportunity to make a meaningful impact.

Key Responsibilities

Manage a portfolio of complex and high-profile TPD, Income Protection, Death and Terminal Illness claims from assessment through to determination. Review, authorise and provide technical oversight for complex and adverse claims decisions as an Authorised Trustee Delegate. Coach, mentor and support Claims Associates to strengthen technical capability, decision quality and customer outcomes.

Review contribution refund and reclassification requests and ensure decisions are made in accordance with Trustee delegations and governance requirements. Provide technical advice and subject matter expertise on TPD, IP and broader insurance-related matters, projects and initiatives. Contribute to the development and maintenance of procedures, policies, templates and quality assurance practices across Trustee Claims.

Identify and implement process improvement opportunities that enhance member experiences and improve operational effectiveness. Partner with internal and external stakeholders, including insurers, legal teams, customer resolutions and advisers, to deliver fair, consistent and timely claim outcomes.

What you will bring

Significant experience in superannuation and life insurance claims management, with deep expertise in complex TPD and Income Protection claims. Strong knowledge of superannuation legislation, Trustee obligations and insurance policy interpretation. RG146 qualifications, with insurance-related qualifications such as ANZIIF or DFP highly regarded.

Proven ability to assess complex medical, legal and policy matters while exercising sound judgement and making balanced decisions. Experience coaching, mentoring and developing others to build technical capability and performance. Excellent stakeholder management, communication and relationship-building skills across a broad range of internal and external parties.

A strong customer focus with the empathy and resilience to support members and beneficiaries through sensitive and often complex circumstances. Exceptional organisational skills with the ability to manage competing priorities, maintain high levels of accuracy and consistently deliver quality outcomes. To Apply Read more about why you should join our team https://www.

insigniafinancial.com.au/careers/working-with-us/why-join-our-team . Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment. Please note that applications from agencies will not be considered at this time.

We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.