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Provide first‑line customer support for life insurance customers via phone, resolve queries, complete admin tasks, handle escalations and complaints, follow privacy/compliance, spot common issues, collaborate with teams, and complete comprehensive product and systems training.

Manage a portfolio of complex Group Life claims, assess eligibility by interpreting policy, medical and financial information, communicate with customers, advisers and practitioners, develop RTW plans, lead case conferences, collaborate with internal/external stakeholders, mentor junior staff, and ensure compliance with regulatory and claims handling standards.

Lead strategy, planning, governance, budgeting and performance tracking for the Customer & Brand function. Drive executive and board reporting, oversee line 1 risk management, controls and regulatory obligations, and coordinate innovation and cross-functional business projects.

Lead a claims team to deliver fair, timely, and customer-focused outcomes. Own portfolio performance, resolve complex claims and escalations, ensure compliance, optimise operations through resource planning and performance monitoring, and drive continuous improvement and capability uplift.