Job Description

Insurance & Claims Team Leader (Bris, Canberra, Melb or Hobart)

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About us

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At CareSuper, we believe we're Super Together. As a profit-to-member super fund with over 600,000 members and $60 billion in assets, we're passionate about helping our members retire with confidence. We're growing fast and looking for our next superhero to join us on this exciting journey.

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Insurance & Claims Team Leader

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We are seeking a dedicated Insurance & Claims Team Leader to lead a team responsible for delivering professional, compassionate and effective insurance and claims services to members and their beneficiaries. This role plays a key part in ensuring insurance and claim activities are managed in line with approved delegations, legislative obligations, service standards and organisational policies.

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About the role:

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- Lead, coach and develop a team of Insurance & Claims Administrators to deliver exceptional member outcomes.
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- Ensure insurance and claims services are provided with empathy, professionalism and compliance with legislative and organisational requirements.
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- Review and approve claims within delegated authority limits.
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- Monitor team performance, service standards and deadlines, driving continuous improvement across the function.
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- Provide guidance and support to team members on complex claims, exceptions and escalations.
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- Liaise with insurers to resolve underwriting and claims-related matters.
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- Partner with internal stakeholders, including Governance, Risk and Compliance, to support the management and resolution of insurance-related complaints.
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- Identify and implement process improvements that enhance efficiency while maintaining compliance obligations.
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- Coordinate workload allocation and day-to-day team activities.
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- Identify capability gaps and facilitate training and development initiatives for individuals and the broader team.
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- Support reporting requirements and elevate issues to the Manager Insurance & Claims as required.
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- Coordinate and complete user acceptance testing for systems upgrades and enhancements, including Acurity, CFM and related platforms.
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- Build and maintain effective relationships with internal and external stakeholders.
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- Assist in coordinating claim decision meetings, including preparation of reports, recommendations, agendas and minutes.
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- Contribute to a positive, collaborative and member-focused team culture.
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What we're looking for:

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- Experience leading and developing teams, ideally within superannuation, insurance, claims or broader financial services environments.
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- Demonstrated ability to drive team performance, achieve service standards and deliver against business objectives.
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- Experience managing performance, accountability and employee development.
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- Strong knowledge of insurance, claims and administration processes.
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- Understanding of superannuation and taxation legislation.
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- RG146 qualification or willingness to attain.
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- Proven ability to manage conflict, negotiate effectively and maintain professionalism in challenging situations.
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- Strong change management experience, including successfully implementing new processes or ways of working.
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- Exceptional analytical and problem-solving skills, with the ability to assess complex information and make informed decisions.
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- Advanced knowledge of Microsoft Office and experience working with business systems and technology platforms.
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- Excellent written and verbal communication skills, with the ability to engage effectively with a wide range of stakeholders.
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- Highly organised with robust attention to detail and a commitment to accuracy.
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- Ability to handle sensitive information with discretion, professionalism and sound judgement.
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- Flexible and adaptable, with the ability to manage competing priorities and high workloads in a fast-paced environment.
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- A genuine commitment to delivering compassionate and member-focused outcomes.
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Highly regarded:

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- Experience within superannuation, group insurance or financial services.
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- Knowledge of death, TPD and income protection claims processes.
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- Experience working with insurance administration platforms such as Acurity, CFM or similar systems.
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Why CareSuper?

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We're not just another super fund. We're a values-driven organisation that puts people first—our members and our team. Here is what you can look forward to:

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- Hybrid and flexible work environment
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- 3% Superannuation Guarantee (SG) above industry minimum
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- Matching an additional superannuation salary sacrifice of up to 2%
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- 5 weeks of annual leave
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- 17 weeks of parental leave for all eligible employees
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- Holistic health and wellbeing support - free annual flu shots, skin checks, Employee Assistance Program
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- External Employee Coaching Program and Professional Development
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- Rewards and Recognition Program, as well as employee discounts and cashback offers on a broad range of products and services
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We are committed to protecting your privacy—your personal information will be handled with care and in line with our Privacy Policy.

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At CareSuper, we know that diverse perspectives make us stronger. We are proud to foster an inclusive environment where everyone feels welcome, respected, and valued—no matter your background or identity.

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Be careful - Don't provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad.

📌 Insurance & Claims Team Leader (Bris, Canberra, Melb or Hobart) (Victoria)
🏢 CareSuper
📍 Victoria