Head of Operations and Partnerships

The opportunity to join our team

Great opportunity in Mastertrust to report to the GM Operations and Partnerships and be responsible for delivery of best practice claims experience for Insignia Financial whilst managing the relationship with SS&C to ensure the partnership is successful.

This role is critical in providing best practice service to customers at low cost through the partnership model with SS&C. You will ensure the management activities meet all applicable compliance requirements (legal, regulatory and others) and manage the strategic partnerships (SS&C & Insurers) governance framework including data and measurement metrics, policy and procedure, internal audit and risk and compliance.

Key Responsibilities :

• Drive the uplift of the end-to-end claims experience ensuring a service that embodies empathy and efficiency
• Effective management of the complex Insignia Master Trust claims portfolio across all products and claim types
• Enhance the digital claims experience including design and implementation of new digital services and increasing uptake of current digital offerings
• Leadership of the Claims Trustee teams ensuring a continuous improvement, risk aware culture and compliance with all relevant legislation and policies
• Engagement with various regulatory bodies and external insurance providers
• Attendance at relevant forums including Board meetings and Claims forums
• Manage the operational monitoring of SS&C through review of reporting and SLA’s
• Identify best of breed relationship management tools and techniques to maximize client advocacy
• Identification of both growth and retention opportunities within portfolio and implementation of strategy to execute on opportunity with SS&C
• Assess opportunities to streamline and simplify our business through knowledge of our provider (SS&C) and their capabilities and strategies
• Consult and collaborate with key functional areas and stakeholders across Insignia and establish objectives, targets and KPIs to meeting all applicable compliance and delegation requirements, for our strategic partnership portfolio (SS&C)
• Support the Oversight & Monitoring function in managing relationship components of assurance and oversight outcomes
• Support other partnership requirements as they arise across SS&C and MasterTrust

What you will bring :

• 5+ years in Claims Management within the Superannuation environment, either at an insurer, industry or retail superannuation fund
• 10+ years’ experience overseeing external partnerships including demonstrated success in uplifting maturity and capability within the business
• Demonstrated experience in developing comprehensive business reporting that provides meaningful insights to business leaders
• Demonstrated experience in leading continuous improvement initiatives across complex business models
• Extensive experience in managing incidents and issues, including leading remediation initiatives
• Experience in coaching, mentoring and leading team members to be high performing
• Experience in presenting to various stakeholders including forums, boards and senior leaders
• Bachelor’s degree in business, MBA or equivalent experience

Make your move. Make your mark.

What gets us excited about working here? Helping people do more with their money. From those starting out to those retiring. As your team, we’ll show up for you and together we will create financial wellbeing for every Australian. Because we know people who are confident about their financial future live better lives

If this sounds like your kind of career, you sound like our kind of person. Here, you’ll be making a positive impact in people’s lives straightaway – and every day. The first point of contact for our clients whenever they need support.

Along the way, you’ll be free to learn new skills, grow, and get great things done. Around here, we like to call it “putting our fingerprints on the future”.

Showing up for every Australian

We’re one of Australia’s leading financial wellbeing organisations, helping people feel good about their money. This starts by helping our people feel good about working here. That means flexibility. Plenty of opportunity. And celebrating all the unique things that make you, you – what matters to you, matters to us.

To Apply

Read more about why you should join our team

Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment.

Please note that applications from agencies will not be considered at this time.

We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.