Head of Claims & Insurance Servicing at UniSuper

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

03 Mar, 26

Salary

0.0

Posted On

03 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Claims Management, Insurance Servicing, Leadership, Stakeholder Management, Regulatory Compliance, Financial Acumen, Strategic Planning, Process Improvement, Risk Management, Negotiation, Team Management, Member Experience, Digital Innovation, Empathy, Continuous Improvement, Relationship Building

Industry

Financial Services

Description

About Us We’re all here to deliver great retirement outcomes for our members. With a long history in the University sector, UniSuper is now a place where future-minded Australians come together. We have a track record of success and a culture focused on being the best place to work in superannuation. We bring our values to life in everything we do - genuine care, being better together, and a passion for outcomes. We have a clear plan for the future and want you to help lead that journey. The Service & Experience (S&E) business unit unites all member-facing teams with the ambition to deliver a consistently high-quality, end-to-end service experience. Our service proposition is central to UniSuper’s purpose, helping members understand and manage their retirement savings with the right support at the right time The Role As Head of Claims & Insurance Servicing, you’ll lead a function that is critical to UniSuper’s member experience and reputation. You’ll have end-to-end responsibility for the strategic direction, operational management, and regulatory compliance of claims and insurance servicing, ensuring members receive fair, timely, and compassionate support. Your leadership will foster a culture of care, high performance, and continuous improvement. You’ll set clear actions and initiatives to deliver our signature service experience, develop capability through structured learning, and drive the development and implementation of claims and insurance strategies, policies, and procedures. You’ll represent UniSuper at industry forums, partner with Product and Legal Advisory, and influence technology partners to deliver tools and services that support our members. You’ll lead a team of senior leaders, with six direct reports and oversight of a broader team. Key responsibilities: Lead the Claims & Insurance Servicing function, fostering a culture of care, high performance, and continuous improvement. Set and deliver actions that support the Service & Experience Strategy and signature service experience. Drive claims and insurance strategies, policies, and procedures aligned with UniSuper’s values, regulatory obligations, and risk frameworks. Ensure service standards meet or exceed regulatory and Trustee and Insurer Administration Agreement requirements. Represent UniSuper in internal and external forums, including industry bodies and regulatory engagements. Partner with Product, Legal, and Technology teams to shape insurance policies and deliver member-focused solutions. Champion an empathetic, member-first approach across all processes. Ensure efficient, fair, and compliant claims handling through robust case management and workload management. Monitor and report on claims trends, risks, and performance metrics to senior management and the Board. Oversee relationships with insurers, outsourced providers, and the Fund’s Chief Medical Officer(s). Support the evolution of UniSuper’s insurance and claims service offering, including digital innovation and member education initiatives. Set and manage relevant budgets, identify and mitigate risks, and drive process improvements. About You You’re a passionate leader with extensive experience in superannuation, insurance, or claims management. You bring sound knowledge of regulatory frameworks, proven capability in managing senior leaders, and a track record of driving strategic and innovative change. You thrive in dynamic environments, are comfortable with ambiguity, and build strong relationships across the business and industry. What you’ll bring: Previous experience as a Head of in a Superannuation or Insurance environment. Extensive experience in superannuation, administration, and claims management. Proven leadership capability managing senior leaders Strong financial acumen with experience managing large P&L accounts. Exceptional stakeholder management, negotiation, and external relationship-building skills. Pragmatic, results-focused decision-maker with relevant qualifications and technical expertise. Adaptability, resilience, and high trust in a fast-paced, sometimes ambiguous environment. The US Way UniSuper believes that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office. UniSuper is proud of our culture and benefits, which empower our people to achieve their full potential, thrive, and grow their career with us. These include: 3 days over Christmas and 3 days Community, Culture & Wellbeing leave Access to amazing lunch & learn sessions with both internal and external experts $1,500 personal development budget It should go without saying, but at UniSuper, we value and celebrate diversity and inclusion. We believe that a variety of perspectives, backgrounds, interests, abilities, and skills is crucial for delivering great retirement outcomes for our members. We invite you to apply for the roles that suit your career aspirations, even if you don't meet all the requirements.

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Responsibilities

Lead the Claims & Insurance Servicing function, ensuring fair and timely support for members. Drive the development and implementation of strategies, policies, and procedures aligned with regulatory obligations and UniSuper’s values.