Senior Service Manager, Insurance
About the role
Overview
We’re looking for an experienced and strategic people leader to join our insurance team as Senior Service Manager, Insurance. This is a key leadership role responsible for shaping the future of our claims operation, ensuring we deliver exceptional member outcomes while maintaining strong governance, compliance, and commercial performance.
Working closely with trustees, insurers, senior leaders and operational teams, you’ll lead a large-scale insurance claims function, drive continuous improvement initiatives, and help evolve our service model to meet changing member and market expectations.
What you'll be doing
- Lead the delivery of strategic and operational objectives across the insurance claims function, balancing member outcomes, service excellence, regulatory obligations and financial performance.
- Drive continuous improvement, transformation initiatives and the adoption of new technologies to enhance the claims experience, quality, efficiency and operational effectiveness.
- Build and maintain strong relationships with trustees, insurers and key internal stakeholders to influence strategic direction and identify opportunities to enhance service delivery.
- Oversee claims performance, analysing trends across volumes, quality, productivity, costs and workforce requirements to inform operational and strategic decisions.
- Foster a high-performing, collaborative and inclusive culture by coaching leaders, developing talent and driving employee engagement across the broader claims operation.
- Ensure robust governance, risk management and compliance practices are embedded across the business, including adherence to Life Code, Super Code and regulatory obligations.
- Act as a trusted deputy to the Head of Insurance & Family Law Services, representing the function internally and externally when required.
What you'll bring
- Experience leading large-scale operational teams within Group Life Insurance, claims management, superannuation or a related financial services environment.
- Strong commercial, analytical and strategic planning capabilities, with the ability to translate insights into meaningful business outcomes.
- A demonstrated background in leading operational change, transformation programs and cultural initiatives within complex service environments.
- Well-developed stakeholder management, influencing and negotiation skills, with experience partnering with trustees, insurers, clients or regulators.
- A sound understanding of insurance, superannuation, risk and compliance frameworks, coupled with a genuine passion for delivering exceptional customer outcomes.
Some of our Employment Benefits
· FlexiWorks – enabling our employees to work in the office and at home
· Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
· Employee Recognition Program - to recognise people who are demonstrating our values and Company purpose.
· Talent Referral Program
· Salary Sacrificing via Superannuation
· Employee Assistance Program
· Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
· Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft!
· Novated Car Leasing
· Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
· Employee Recognition Program - to recognise people who are demonstrating our values and Company purpose.
· Talent Referral Program
· Salary Sacrificing via Superannuation
· Employee Assistance Program
· Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
· Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft!
· Novated Car Leasing
Culture at MUFG Pension & Market Services
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth.
Be part of our company and together we will achieve our full potential. We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
How to apply
Apply now with your resume highlighting your skills, experience, and why you would be a good fit for the role. Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening, including a police check, prior to commencement of employment.