Insurance Claims Delivery and Enablement Manager

How will you make an impact?

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

The Insurance Claims Delivery and Enablement Manager position is responsible for supporting the Insurance Claims and ServicePlus department with the completion of a variety of key insurance obligations and accountabilities across the entire claims team. This role will provide high-level technical claims support with a focus on business delivery and continuous improvement. The role requires a deep understanding of insurance and superannuation policies, claims handling procedures, and the ability to manage multiple complex tasks and initiatives efficiently.

The role will provide key input and support Claims strategy development and delivery, overseeing key business reporting development and performance insights that support data driven decision making and imbedding continuous improvement frameworks and delivery. The role is responsible for supporting and maintaining a culture of high professional standards and service excellence within the Claims team, identifying improvement opportunity areas (process, systems, skills) within the team and will act as a business lead on related projects and programs ensuring high quality service delivery for our members.

The opportunity

As the Insurance Claims Delivery and Enablement Manager, you will lead the uplift of reporting and performance insights across the Claims and ServicePlus teams, ensuring alignment with business KRIs, partner agreements, and success measures. You’ll embed a data-driven continuous improvement framework focused on service quality, efficiency, and member experience. This role plays a key part in shaping the Insurance Claims Delivery roadmap and contributing to the Fund’s broader insurance strategy and framework. You’ll also oversee the creation and maintenance of knowledge management artefacts, ensuring accuracy and alignment with evolving processes.

You will provide leadership to aligned staff, including quality, technical, and administrative roles, delivering coaching, performance management, and service excellence. You’ll lead process improvement initiatives that reduce decision timeframes and cost to serve, while enhancing member outcomes. Acting as a key liaison with insurers and administrators, you’ll ensure claims processes meet agreed service standards. Additionally, you’ll support regulatory compliance and risk management, while offering technical and coaching support across the broader claims function.

About you

• 10+ years’ experience in insurance claims, superannuation, or administration, including 5+ years in life claims.
• Minimum 5 years in a senior or management role.
• Demonstrated technical proficiency in assessing all types of life claims.
• Proven experience in case management and stakeholder relationship environments.
• Strong understanding of the superannuation industry and relevant legislation.
• Ability to manage conflicting priorities and meet tight deadlines.
• RG146 qualification (essential); AIA or other insurance-related qualifications highly regarded.
• Tertiary qualifications in a related discipline (desirable).

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 [email protected] 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.