Senior Case Manager

A leading superannuation fund is seeking a compassionate and knowledgeable Senior Case Manager to join their Protect team in Sydney. This is an exceptional opportunity to make a meaningful difference in the lives of members during challenging times, providing expert guidance and empathetic support through complex insurance claims and disputes.

The organisation is renowned for its member-first approach, inclusive culture, and commitment to continuous learning and professional growth. You will be part of a collaborative environment where your technical expertise, attention to detail, and ability to build trust with stakeholders are highly valued. Flexible working opportunities, generous training resources, and a supportive leadership team ensure you can thrive both personally and professionally while delivering outstanding service to over one million members.

• Join a respected superannuation fund dedicated to putting members first, offering a supportive and inclusive workplace that values empathy, collaboration, and continuous improvement.
• Play a pivotal role in guiding members through complex life events by managing escalated or disputed insurance claims with care, integrity, and technical excellence.
• Benefit from flexible working arrangements, ongoing training opportunities, and the chance to work alongside experienced professionals who are committed to your development.

What You'll Do
As a Senior Case Manager within the Protect team based in Sydney, you will play an integral role in supporting members during some of their most vulnerable moments. Your day-to-day responsibilities will involve expertly managing a portfolio of complex insurance cases—ranging from TPD and IP claims to family law matters—while ensuring each member receives clear communication, empathetic advocacy, and timely resolutions. You will collaborate across multiple departments including legal, compliance, administration teams, service centres, complaints resolution units, advisers, external insurers, solicitors, employers, and beneficiaries. Your ability to interpret technical information will be essential as you guide both colleagues and members through intricate processes. By preparing detailed submissions for executive panels on disputed cases and reviewing insurer decisions with diligence, you will help safeguard fair outcomes for all parties involved. Additionally, your commitment to continuous improvement will see you actively contribute ideas for operational enhancements while upholding rigorous compliance standards. Through your efforts in quality assurance activities such as peer reviews and audit documentation compilation—and your dedication to knowledge sharing—you will help foster a culture of excellence that benefits both your immediate team and the wider membership community.

• Manage and administer a diverse portfolio of complex insurance claims including Total Permanent Disability (TPD), Income Protection (IP), Death (D), Terminal Illness (TI), family law matters, and early release payments on compassionate grounds or financial hardship.
• Provide expert case management for escalated or disputed claims by collaborating closely with technical managers, internal teams, external insurers, advisers, solicitors, employers, and beneficiaries.
• Prepare comprehensive submissions for the Executive Complaints & Disputes Panel regarding disputed claim matters and facilitate determinations as required.
• Review insurer decisions critically by conducting thorough case reviews for declined claims and challenging outcomes where appropriate to ensure fairness for members.
• Deliver technical leadership by interpreting complex policy information for the team and overseeing escalations to resolve intricate insurance product issues.
• Investigate, resolve, and remediate complaints or incidents from members, advisers, or other stakeholders in partnership with the Complaints team.
• Support knowledge sharing within the team by developing and maintaining documentation as well as participating in ongoing training initiatives with the Team Coach and Excel team.
• Identify process improvements using Operational Excellence tools provided by the organisation to enhance service delivery for members.
• Ensure compliance with all legislative obligations, business rules, policies, and risk management frameworks while raising incidents or breaches as necessary through established channels.
• Conduct quality assurance activities such as peer reviewing claim processing within delegated authority levels to maintain accuracy and uphold high standards.

What You Bring
To excel as a Senior Case Manager in this role you will bring substantial experience from within the life insurance or superannuation sector—ideally having managed complex portfolios involving TPD/IP/death/terminal illness/family law/early release payment claims. Your background should reflect not only technical proficiency but also an unwavering commitment to ethical practice: you understand how important it is for every member's voice to be heard during difficult times. Your interpersonal strengths allow you to connect meaningfully with people from all walks of life—whether they are distressed claimants seeking clarity or colleagues looking for guidance on best practices. You are known for your reliability under pressure: able to juggle competing priorities without sacrificing accuracy or empathy. Your communication style is clear yet considerate; you take pride in explaining complicated concepts so that everyone feels informed throughout each step of the process. With formal qualifications underpinning your practical know-how—and an appetite for ongoing learning—you are ready not just to meet but exceed expectations in delivering positive outcomes for members.

• At least three years' experience handling life insurance claims within a customer-focused superannuation or financial services environment is essential for success in this position.
• Demonstrated ability to deliver high-quality customer service with genuine care for member outcomes while taking responsibility for end-to-end case management.
• Proven track record of working collaboratively within teams as well as independently when required to achieve shared business objectives.
• In-depth understanding of claims administration processes—including legacy insurers—and strong familiarity with relevant insurance policies.
• Comprehensive knowledge of regulatory requirements governing superannuation claims along with experience resolving disputed cases effectively.
• Exceptional interpersonal skills enabling you to build rapport with internal colleagues at all levels as well as external stakeholders such as advisers or insurers.
• Resilience under pressure coupled with sensitivity when engaging distressed members or families; able to maintain professionalism while showing compassion.
• Excellent written and verbal communication abilities allowing you to explain complex decisions clearly to diverse audiences including members facing difficult circumstances.
• Meticulous attention to detail combined with sound judgement when making decisions based on available facts; adept at troubleshooting complex scenarios.
• Competence using registry systems for processing claims/payments plus strong general PC skills; Certificate IV in Superannuation (ASFA 100) or Diploma of Superannuation Administration required; RG146 compliance preferred; qualifications in case management/insurance advantageous.

What Sets This Company Apart
This organisation stands out as one of Australia's largest profit-for-members funds—serving over 1.1 million individuals—with an unwavering focus on doing right by its community at every turn. Their values centre around bravery in leadership balanced by deep care for others: they encourage curiosity, celebrate diversity of thought, nurture personal growth through continuous learning opportunities, and foster an environment where everyone feels they belong. Employees benefit from flexible working arrangements designed around real-life needs; generous investment in professional development ensures that every team member has access to industry-leading training resources; supportive leadership prioritises wellbeing alongside performance; cross-functional collaboration is embedded into daily operations so that no one ever feels isolated when tackling challenges together. Above all else this is a place where your contributions have tangible impact—not just on business results but on people's futures—making it uniquely rewarding both personally and professionally.

What's Next
If you are passionate about making a difference during life's most challenging moments while advancing your career within a supportive environment then this could be the perfect next step for you

Apply today by clicking on the link below—your journey towards helping others starts here.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

To apply please click apply or call Stuart Sellar on for a confidential discussion.