Advanced Case Manager

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

Join our Advanced Case Management (ACM) team, a specialist function responsible for managing the most complex, high-risk, and sensitive claims across the business.

Working closely with Legal, Claims Investigations, Forensic Accounting Specialists, and senior claims stakeholders, you'll play a key role in delivering fair, defensible outcomes while balancing customer, regulatory, financial, and reputational considerations. This is a unique opportunity for an experienced claims professional who enjoys investigative work, critical thinking, and managing complex cases that require a high level of judgement and attention to detail.

How Will You Make an Impact

• Manage an end-to-end portfolio of complex claims within Advanced Case Management.
• Apply fraud and moral hazard indicators, frameworks, and investigative methodologies when assessing claims.
• Liaise with Legal on claims requiring formal investigation or legal advice.
• Identify and escalate claims that require additional review, authority, or specialist judgement.
• Execute investigative actions and evidence-gathering activities in line with approved frameworks.
• Analyse case documentation, identify behavioural indicators and inconsistencies, and make evidence-based recommendations.
• Engage with customers and advisers in a professional, empathetic, and respectful manner.
• Maintain detailed case notes, documentation, rationales, and outcomes.
• Identify emerging risks, delays, red flags, and opportunities for continuous improvement.
• Ensure compliance with internal policies, procedures, regulatory obligations, and quality standards.

About You

You are an experienced claims professional who thrives when working on complex and sensitive matters. You bring strong analytical skills, sound judgement, and a fair and balanced approach to decision-making. You are comfortable navigating ambiguity, collaborating with a range of stakeholders, and maintaining high-quality documentation in a highly governed environment.

You'll Bring

• Experience managing complex claims within insurance, financial services, or a related industry.
• Strong investigative, analytical, and critical-thinking skills.
• The ability to assess information objectively and make defensible recommendations.
• Experience working with legal, compliance, or investigation teams.
• Excellent stakeholder management and communication skills.
• Strong attention to detail and documentation capabilities.
• The ability to identify, assess, and escalate risks appropriately.
• A customer-focused mindset combined with sound commercial judgement.

• Experience working within regulated environments and adhering to governance frameworks.

Join us in building confidence - for our customers, our communities and each other

• Your work makes a real impact. Everything we do helps our customers and their families live, save and retire with confidence, and your contribution will directly support that purpose.
• You’ll help drive meaningful change. As an inclusive, dynamic and adaptable organisation, we offer a unique opportunity for you to grow while shaping the future of our organisation.
• You’ll feel supported and included. Our team culture is flexible, collaborative and people‑centred, with hybrid working to help you balance life and work.
• By making things simpler. We help our people operate efficiently, adapt easily and spend more time on meaningful work that drives personal and organisational growth.
• We celebrate success. Our incentive and recognition programs ensure great work is acknowledged and rewarded.
• Your wellbeing comes first. We offer tools, resources and benefits that support your whole self, including additional lifestyle leave.

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.