Introduction:
About us
We are an award winning, national $18B public offer industry fund focused on the education and community sectors. Working for NGS Super means being part of something bigger and working to make a difference to our members and their financial future.
Our people are key to our success, and as we expand, we’re committed to finding and retaining the right talent to take on the journey. As well as a flexible and fun workplace, we offer competitive benefits including additional leave entitlements, personal & professional development and health & wellbeing programs.
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The Role
As the trustee representative for insurance claims outcomes, the Manager, Claims Performance & Excellence is responsible for improving the end-to-end claims experience for members and beneficiaries through strong oversight of insurer and administrator performance, data-driven insights and continuous improvement.
Working across NGS Super, Grow and TAL, the role provides independent challenge and influence to ensure claims are managed fairly and efficiently, while identifying opportunities to reduce claim durations and enhance service outcomes.
The role combines claims expertise, stakeholder management and analytical capability to drive performance improvement, process redesign, automation and AI-enabled solutions that strengthen member outcomes, operational effectiveness and ensuring claims are managed effectively in line with regulatory obligations.
This is a highly visible role focused on claims performance, continuous improvement and member advocacy. You will oversee escalated and complex claims, provide insights to Executive and Board forums, and lead best-practice claims oversight through the Claims Review Committee.
The role can be based in our Sydney or Melbourne offices.
What you’ll do
- Provide end-to-end oversight of insurance claims performance, governance and member outcomes across NGS Super and its service partners.
- Manage complex, escalated and declined claims, ensuring timely, fair and compassionate resolution for members.
- Act as a key escalation point for members navigating challenging insurance claims matters.
- Support and coordinate Claims Review Committee activities, including case preparation, governance documentation and decision tracking.
- Exercise delegated claims approval authority in line with governance frameworks and the CRC Charter.
- Monitor and challenge insurer and administrator performance against claims service standards, claims duration, driving accountability, and continuous improvement.
- Identify opportunities to leverage technology, automation and AI to improve claims administration, reporting, member communications and operational efficiency.
- Analyse claims data and trends to identify root causes of delays, complaints and issues.
- Deliver insightful reporting and analysis on claims trends, risks, service performance and improvement opportunities.
- Build strong relationships with internal teams, insurers, administrators and external partners to resolve issues and enhance member experience.
- Proactively identify claims risks, delays and systemic issues, driving actions that improve claims outcomes, timeliness, communications, member experience, efficiency and regulatory compliance.
About you
With previous experience in a similar role and a customer-first mindset, you will bring the following key skills:
- Experience in insurance claims management, member advocacy or a related role, ideally within superannuation or group insurance.
- Strong knowledge of group insurance products, including life, TPD and income protection claims.
- Experience analysing operational data and translating insights into service improvements.
- Demonstrated experience improving claims performance and member outcomes through process improvement and stakeholder influence.
- Proven ability to manage complex, escalated or declined claims with sound judgement and attention to detail.
- Exceptional communication and stakeholder management skills, with a member-first approach.
- Strong problem-solving and analytical capabilities, with the ability to identify risks and recommend solutions.
- Ability to build productive relationships with insurers, administrators and internal stakeholders.
- Experience preparing reports, governance papers and claims-related documentation.
- Understanding of claims governance frameworks, trustee obligations and regulatory requirements.
- Knowledge of ASIC REP 806, CPS 230 and contemporary claims governance practices
- Excellent organisational skills, with the ability to manage competing priorities and deadlines.
- Exposure to claims committee processes and insurance governance environments will be highly regarded.
Combining strong stakeholder management with a passion for customer experience, you will help shape a claims service that is compassionate, transparent and benchmarked against leading practices both within and beyond the superannuation industry. If this sounds like you, we would love to hear from you.
We are a super fund that has an exceptional work culture, provides a diverse offering in developing our people and you can be a part of it while earning an attractive remuneration package!
Interested and suitably qualified candidates should submit a copy of their updated CV.
Please note that to be eligible for this role, you are required to have permanent Australian working rights and residency.
We are an equal opportunity employer committed to creating a workplace that values diversity, equity, and respect for all individuals.
