Principal Claims Coach

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 Principal Claims Coach, you’ll play a key role in delivering exceptional claims outcomes while strengthening the capability of our claims teams.

You’ll manage and provide expert oversight across complex life, disability and income protection claims, ensuring thoughtful, proactive and member-focused decision making. At the same time, you’ll coach and mentor claims professionals, helping them grow their technical expertise and confidence to deliver consistently great outcomes.

Working closely with leadership and key stakeholders, you’ll identify opportunities to uplift capability, improve processes, and contribute to a culture that values collaboration, learning and continuous improvement.

This role is a permanent opportunity and is based in Brisbane, Sydney or Melbourne.

Day to day, you’ll:

• Provide expert guidance on complex life, disability and income protection claims.
• Coach and mentor claims team members to build technical capability.
• Develop targeted coaching plans aligned to capability frameworks.
• Lead group training sessions and capability uplift initiatives.
• Collaborate with leadership, risk and compliance teams on capability needs.
• Identify process improvement opportunities to enhance member outcomes.
• Support consistent and high-quality decision making across complex claims.
• Engage with members and stakeholders with empathy and professionalism.
• Prepare and review complex claim submissions within delegation levels.
• Contribute to reporting, insights and continuous improvement initiatives.

It goes without saying you’ll be a great communicator with top notch interpersonal skills. We’ll also expect you to pick up problems and come up with quick, creative ways to solve them. It’s quite likely you tick some of the following boxes too:

• You have demonstrated experience managing complex claims end-to-end.
• Your background includes working within life or disability insurance environments.
• You’ll bring experience coaching, mentoring or developing others.
• You’re confident engaging with medical, rehabilitation or community stakeholders.
• You have strong analytical and decision-making capability.
• Your ability to navigate sensitive and complex situations is well developed.
• You’ll be comfortable working with compliance, regulatory and policy frameworks.
• You’re passionate about improving outcomes for members and teams alike.