Service Solutions Manager - Life Insurance Partners

Lead on Life Insurance claims with our Life Insurance partnersDrive operational initiatives to enable improved timelines to benefit our members Flexible Hybrid workingEstablished in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds. We support nearly two million members, with around $86 billion of funds under management and are recognised as a responsible investment leader. We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome.Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.As the Service Solutions Manager - Insurance Partners, you will define the operational components of Rest’s life insurance claims processes and oversee their delivery by our Service Partners and Rest’s own internal teams.Importantly, you will ensure the adherence to Rest’s product rules, while also leading initiatives to improve member outcomes in terms of the quality of the services provided, championing simplicity, shortening timeframes, and demonstrating our commitment to members and their beneficiaries.Influence and lead the day-to-day performance of Life Insurance Claims Handling at TAL/AIA on behalf of Rest as Trustee.Lead the Rest Claims team of 5, overseeing daily workflow adherence to SLA’s and KPI’s.Develop relationships with key stakeholders internally with Rest and with our Life Insurance partners to ensure a strong working relationship that facilitates better understanding of issues and opportunities and to ideate and improve services. Monitor Life Insurance activity and resolve claimant issues as they arise and escalate service failures to the relevant stakeholders. Assist, lead or provide input into the implementation of remedial operational solutions.Contribute to the development and monitoring of key life insurance claims and associated service performance indicators.Identify and lead and drive claims and insurance administration improvement initiatives and activities with internal and external stakeholders.Analyse and keep up to date knowledge of insurance servicing trends to ensure Rest’s service operation is best practice.