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Senior Business Analyst translating regulatory and business requirements into customer-focused solutions within life insurance. The role leads current and future-state process analysis, requirements gathering, stakeholder workshops, governance and compliance improvements, change planning, and documentation. It focuses on improving customer outcomes, operational practices, business value, and adoption of new ways of working while supporting regulatory integrity and continuous improvement across TAL.

Manage end-to-end Total and Permanent Disability and Income Protection life insurance claims for AustralianSuper members. Assess eligibility, calculate benefits, communicate proactively with customers, and coordinate with medical professionals, rehabilitation providers, trustees, and internal specialists. Ensure claims comply with policy and regulatory requirements while contributing to peer reviews, process improvements, and positive customer outcomes.

Supports change delivery across the Claims business by analyzing impacts, risks, and stakeholder needs; coordinating readiness activities; developing communications and support materials; supporting leaders with adoption insights; and monitoring business readiness to improve implementation outcomes.

Manage PAYG guidance, claims payments, tax and system issues within life insurance claims operations. Lead business readiness, user acceptance testing and operational validation for claims technology initiatives. Partner with business, technology and external stakeholders to deliver compliant solutions, improve data quality and system performance, resolve complex issues, and enhance customer outcomes.

Provides technical guidance to claims consultants handling income protection, life, and TPD claims. Reviews and authorizes complex or adverse decisions, ensures compliance with policies and legislation, coaches case managers, supports reporting and stakeholder engagement, and contributes to claims governance, procedures, quality assurance, and capability development.

Serve as the first point of contact for life insurance customers, resolving queries, completing administrative tasks, handling escalations and complaints, and following privacy and compliance requirements. Identify recurring issues, collaborate with other teams, and support colleagues while completing comprehensive training. This is a permanent, full-time hybrid role on a Monday-to-Friday rotating roster, with approximately 10 weeks of mandatory training.

Conduct outbound sales calls and manage phone and online enquiries for life insurance customers. Explain and compare insurance options, provide general advice, generate quotes, maintain accurate records, and support efficient applications. Achieve monthly sales targets and KPIs while delivering quality customer experiences, collaborating with internal teams, and working effectively in a hybrid environment.

Manage a portfolio of complex, high-value underwritten TPD and life insurance claims. Apply the Insurance Contracts Act and technical expertise to navigate complex coverage arrangements, make sound decisions, and deliver empathetic outcomes. Collaborate with claimants, legal representatives, trustees, technical experts, and internal stakeholders. Mentor claims consultants, serve as an escalation point, promote best practices, and support capability development across the team.

Manage a portfolio of 35–45 complex, high-value underwritten total and permanent disability claims. Apply life insurance expertise and knowledge of the Insurance Contracts Act, assess injuries and treatment, collaborate with technical experts and stakeholders, and engage empathetically with claimants, legal representatives, trustees, and internal partners to deliver accurate, compliant outcomes.

Manage a portfolio of TPD and life insurance claims, assess entitlements within delegated authority, liaise with stakeholders, provide empathetic customer communications, instruct third-party providers, and coach teammates to improve case outcomes.