Manager - Claims Delivery

Australian Retirement Trust; Brisbane; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

14% super

Training and development

Hybrid work model

Office facilities and amenities

Job summary

Australian Retirement Trust is seeking a Manager, Claims Delivery to lead ART Life's insurance operations in Brisbane. You will guide leaders, drive performance and continuous improvement, and partner with product, underwriting, technology, risk and compliance teams to deliver member-focused services.

In this role you will develop and execute operational strategies, oversee risk management, and mentor senior teams while supporting transformation initiatives.

Qualifications

• Significant experience leading insurance operations.
• Experience in regulated financial services or insurance.
• Knowledge of group life insurance products and member servicing.

Responsibilities

• Lead operational strategies for ART Life aligned to member outcomes.
• Mentor team leaders across claims and member service operations.
• Monitor KPIs and SLAs to meet regulatory and member expectations.
• Champion continuous improvement and digital transformation.
• Oversee operational risk management and compliance.
• Collaborate with stakeholders to deliver end-to-end insurance services.
• Support onboarding, policy changes, and trustee briefings.

Skills

Leadership

Insurance operations

Regulatory compliance

Transformation & continuous quality

Stakeholder management

People leadership

Education

ALUCA accreditation

Job description

Take hold of a monster opportunity and join Australian Retirement Trust as our Manager, Claims Delivery. You'll lead claims and insurance operations within ART Life, guiding leaders and teams to deliver exceptional member outcomes, uplift operational performance, champion continuous improvement, and support strategic transformation across a growing insurance business. This is an opportunity to make a genuine impact while leading people, performance, risk, and service excellence.

We're all about helping our members make the most of their money. And while they go after their goals, you can too. As a Manager, Claims Delivery, you'll play a pivotal leadership role within ART Life, overseeing the delivery of high-quality, efficient, and member-focused insurance operations.

You'll provide strategic leadership across claims and broader insurance service functions, ensuring operational excellence, regulatory compliance, and outstanding experiences for members when they need us most.

You'll lead leaders, drive performance outcomes, support business transformation initiatives, and work collaboratively across product, underwriting, technology, legal, risk, commercial and reinsurance teams. Your focus will be on creating a culture of continuous improvement while ensuring operational services remain efficient, compliant, and aligned to ART Life's vision of making insurance simple, accessible and member focused.

This role is a permanent opportunity and is based in Brisbane.

Responsibilities

• Lead the development and execution of operational strategies aligned to ART Life objectives and member outcomes.
• Manage and mentor team leaders across claims, underwriting and member service operations.
• Establish, monitor and improve KPIs and service level outcomes to meet business, regulatory and member expectations.
• Champion continuous improvement initiatives and support digital transformation programs.
• Oversee operational risk management, incident management and compliance activities.
• Partner with stakeholders across the organisation to deliver seamless end-to-end insurance services.
• Support employer onboarding activities, policy changes, trustee briefings and tender responses where required.

Qualifications

• You have significant experience leading insurance operations, ideally within group life insurance or superannuation-linked insurance environments.
• Your leadership experience has been gained within a regulated financial services or insurance setting.
• You'll bring a strong understanding of group life insurance products, claims operations and member servicing requirements.
• You're experienced in driving operational performance, transformation and continuous improvement outcomes.
• You have knowledge of insurance regulatory frameworks including APRA, ASIC, AFCA and the Life Insurance Code of Practice.
• Your familiarity with digital platforms and transformation initiatives within insurance will be highly regarded.
• You'll hold relevant qualifications or industry accreditations, such as ALUCA accreditation, which will be considered advantageous.

About us

Our 2.4 million members trust us to take care of around $375 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you'll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities. Applications close 11pm 15 November 2026.

We don't want to leave you with a monstrous wait. So, you'll hear from us after the closing date to find out whether you've made it through to the next round or not. Being fair and up-front is important to us - and recruitment is no different.

Why join us

• You'll get 14% super as standard, to help your future come alive.
• Build a career to be proud of through excellent training and development opportunities.
• Balance your work between in-person days at our purpose-built hubs and working from home.
• In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.