Manager, Trustee Claims

IOOF Holdings Limited; Sydney; On-site; AUD 140,000 - 180,000; Full time

Job summary

IOOF Holdings Limited in Parramatta seeks a Manager, Trustee Claims to lead a team of claims specialists delivering efficient, high-quality outcomes for members and beneficiaries.

You will guide complex claims, ensure trustee determinations are well documented, and relate to superannuation legislation and Life Insurance Code requirements. This role emphasizes data-driven improvements and strong governance in a regulated setting.

Qualifications

• At least three years’ experience in a similar role within financial services.
• Experience leading and developing a high-performing team in a regulated environment.
• Strong technical knowledge of insurance claims processes and management practices.
• Understanding trustee obligations, trust deeds, the SIS Act and related regulations.
• Experience improving claims operations, processes, policies, standards and documentation.
• Strong analytical and critical-thinking skills with the ability to interpret complex information.
• Confident communication and stakeholder management, calm and solutions-focused.
• Knowledge of FSC Standard 28 and Life Insurance Code of Practice

Responsibilities

• Lead, coach and develop a high-performing team of claims specialists, providing clear direction and building technical capability.
• Provide guidance on complex claims, litigated matters, superannuation legislation, regulatory responses and general claims management principles.
• Ensure trustee determinations are appropriately documented, authorised within delegated authority and supported by clear reasoning.
• Analyse claims data and insights, validating and preparing reporting for the Insurance and Claims Committee.
• Monitor claims handling service standards in line with FSC Standard 28 and other applicable regulatory obligations.
• Participate in joint event panels with insurers and administrators, overseeing incidents and supporting regulatory reporting where required.
• Identify and elevate incidents, issues, breaches and emerging risks, translating learnings into sustainable process improvements.
• Maintain effective relationships with insurers, administrators, solicitors, members and beneficiaries through proactive and constructive communication.

Skills

Team leadership

Claims knowledge

Regulatory knowledge

Stakeholder management

Data analysis

Communication

Life insurance code

Tools

FSC Standard 28

Job description

• Lead and develop a high-performing team of claims specialists based in Parramatta


• Shape claims practices within a complex, regulated environment


• Build trusted partnerships with insurers, administrators and key stakeholders

The opportunity to join our team

As Manager, Trustee Claims, located in our Parramatta offices, you will lead a team of claims specialists responsible for delivering efficient, high-quality outcomes for members and beneficiaries. You will ensure claims activities are completed within agreed service standards while supporting sound trustee decision-making and regulatory compliance. The role provides technical leadership across complex insurance claims, litigated matters, superannuation legislation and stakeholder interactions. You will also use claims insights and reporting to identify opportunities to strengthen operational performance, member engagement and claims management practices.

Key Responsibilities:

• Lead, coach and develop a high-performing team of claims specialists, providing clear direction and building technical capability.


• Provide guidance on complex claims, litigated matters, superannuation legislation, regulatory responses and general claims management principles.


• Ensure trustee determinations are appropriately documented, authorised within delegated authority and supported by clear reasoning.


• Analyse claims data and insights, validating and preparing reporting for the Insurance and Claims Committee.


• Monitor claims handling service standards in line with FSC Standard 28 and other applicable regulatory obligations.


• Participate in joint event panels with insurers and administrators, overseeing incidents and supporting regulatory reporting where required.


• Identify and elevate incidents, issues, breaches and emerging risks, translating learnings into sustainable process improvements.


• Maintain effective relationships with insurers, administrators, solicitors, members and beneficiaries through proactive and constructive communication.

What you will bring:

• At least three years’ experience in a similar role within the financial services industry.


• Demonstrated experience leading and developing a high-performing team in a regulated environment.


• Strong technical knowledge of insurance claims processes and claims management practices.


• Sound understanding of trustee obligations, trust deeds, the SIS Act and associated regulations relating to insured benefits and death benefit distributions.


• Experience improving claims operations, processes, policies, standards and supporting documentation.


• Strong analytical and critical-thinking skills, with the ability to interpret complex medical, financial and vocational information.


• Confident communication and stakeholder management skills, supported by a calm, constructive and solutions-focused approach.


• Current knowledge of relevant claims and regulatory obligations, including FSC Standard 28 and the Life Insurance Code of Practice

Showing up for every Australian

We’re one of Australia’s leading financial wellbeing organisations, helping people feel good about their money. This starts by helping our people feel good about working here. That means flexibility. Plenty of opportunity. And celebrating all the unique things that make you, you – what matters to you, matters to us.

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.