Trustee Claims Leader — Regulatory & Data-Driven

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

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.