Retail Team Manager, TPD

At Acenda Group, everything we do is driven by a clear purpose\: to help our customers and their families live, save and retire with confidence.

We bring together some of Australia and New Zealand’s most trusted life insurance brands. With over 176 years of combined heritage and deep expertise across our local markets, our Group includes Acenda Life, Resolution Life Australasia, and Asteron Life New Zealand.

Backed by the global strength of Nippon Life, we are one of the largest life insurance businesses across Australia and New Zealand. More than two million customers rely on us for life insurance, wealth protection and retirement solutions that support their confidence at every stage of life.

We’re building an inclusive, dynamic and future-focused business. Joining us means stepping into a period of integration and growth, where your work will help shape our future.

If you’re energised by change and motivated by purpose, this is your moment to make an impact.

The opportunity

We're looking for an experienced and people-focused Retail Team Manager to lead our TPD Claims team and drive exceptional customer and business outcomes.

Reporting to the Head of Retail Claims, you'll lead a team of claims professionals responsible for managing complex Total and Permanent Disability (TPD) claims within a highly regulated environment. This is an exciting opportunity to play a key leadership role, developing capability, improving customer outcomes, and driving team performance during a period of continued transformation and change.

Leading a well-established team supported by experienced Lead Case Consultants, you'll foster a high-performance culture while ensuring customers receive the support and care they need during some of life's most challenging moments.

The role can be based in Sydney or Melbourne and offers a hybrid working model.

How Will You Make an Impact

• Lead, coach and develop a team of claims professionals to achieve strong customer, operational and business outcomes.
• Oversee the effective management of complex TPD claims, ensuring sound technical decision-making and quality claim outcomes.
• Foster a high-performance culture through coaching, mentoring and capability development.
• Drive customer excellence by ensuring claims are managed in line with claims philosophy, service standards and regulatory requirements.
• Lead and support change initiatives, helping the team adapt and succeed in an evolving environment.
• Build strong relationships with internal stakeholders to improve collaboration and contribute to broader business objectives.
• Identify opportunities for continuous improvement, innovation and operational efficiency.
• Manage team performance, workforce planning and development activities to achieve service and performance targets.
• Ensure compliance with regulatory, risk and governance requirements while proactively managing issues and escalations.

About you

You're a collaborative and adaptable leader who enjoys developing people, influencing outcomes and creating a positive team culture. You thrive in a fast-paced environment and bring a balance of technical expertise, commercial awareness and strong stakeholder management capability.

You bring demonstrated leadership experience and a track record of developing people, influencing outcomes and driving performance in a specialist environment.

You are passionate about delivering exceptional customer outcomes, embracing change, and fostering a culture of continuous improvement and engagement.

You'll Bring

• Significant experience within Life Insurance Claims, ideally with exposure to TPD claims and retail insurance.
• Demonstrated leadership experience, with the ability to coach, develop and influence others.
• Strong stakeholder management, communication and relationship-building skills.
• The ability to influence, engage and collaborate with a diverse range of stakeholders.
• Strong analytical, critical thinking and problem-solving skills.
• A customer-first mindset and commitment to delivering positive customer outcomes.
• Experience leading change and continuous improvement initiatives.
• Sound understanding of risk, compliance and regulatory obligations within a regulated environment.
• Relevant insurance, legal or tertiary qualifications will be highly regarded.

We celebrate the diversity of our customers and community, and we embed diversity, equity, inclusion, and belonging into how we do business. We encourage applications from people of all backgrounds, cultures, experiences, and identities.

Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.