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 bring expert knowledge and experience to a complex portfolio of life, disability and income protection claims while supporting the growth and capability of claims professionals across the business. You'll play a key role in driving consistent decision-making, uplifting technical expertise, and ensuring our claims teams deliver quality outcomes for members.

You'll work closely with leaders and stakeholders to identify capability gaps, develop coaching plans, lead training initiatives, and contribute to continuous improvement opportunities across claims operations. Your expertise will help strengthen claims management practices while supporting members through important life events with professionalism, care and respect.

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

Day to day, you'll:

• Provide expert guidance on complex life, disability and income protection claims.
• Coach and mentor claims professionals to build technical capability and confidence.
• Develop targeted coaching and development plans aligned to capability frameworks.
• Lead training sessions and knowledge-sharing forums across the claims function.
• Collaborate with leaders and stakeholders to identify capability and training needs.
• Support consistent and effective decision-making on complex and high-value claims.
• Prepare and review claims submissions within delegated authority.
• Provide technical advice on policy interpretation and claims management practices.
• Contribute to quality, compliance and continuous improvement initiatives.
• Analyse trends and provide insights and reporting to support business outcomes.
• Assist with the successful implementation of new products, processes and procedures.
• Manage escalated and sensitive matters with professionalism and sound judgement.

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 significant experience managing complex insurance claims within life, disability or income protection environments.
• Your background includes holistic claims management focused on positive member outcomes.
• You'll bring experience coaching, mentoring and developing claims professionals.
• You're confident interpreting policy provisions and providing technical guidance on complex matters.
• You have experience working with rehabilitation, early intervention, community services or related health and medical services.
• Your ability to build strong stakeholder relationships allows you to influence and collaborate effectively.
• You'll demonstrate strong analytical skills and sound decision-making capabilities.
• You're comfortable handling sensitive and escalated issues with professionalism and care.
• You have experience contributing to process improvement and operational excellence initiatives.
• Your tertiary qualifications in a relevant discipline will be highly regarded.