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Manage complex group life insurance claims from submission through finalization. Independently assess TPD and IP claims, interpret legacy policy terms, calculate entitlements and payments, coordinate with medical, legal, rehabilitation, and treating doctor specialists, and communicate claim status with customers, advisers, trustees, and fund administrators. Participate in case conferences and ensure timely, accurate outcomes while delivering empathetic customer service in line with policies and procedures.

Manage a portfolio of lump sum life insurance claims in accordance with policy terms, claims procedures, regulations, and industry standards. Provide proactive communication and empathetic service to customers, advisers, trustees, and fund administrators. Support compliance, quality assurance, governance, process improvement, change initiatives, and departmental projects while maintaining accurate, high-quality claims outcomes.

Lead technical governance and best-practice standards for Total and Permanent Disability claims. The role guides complex claim decisions, oversees medical examination providers, strengthens regulatory compliance, delivers coaching and training, and drives continuous improvement across Group and Individual claims teams.