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About the Role

We're seeking an experienced Principal Case Consultant to join our Advanced Case Management team as a senior technical authority. In this role, you'll provide expert oversight of the most complex, high-risk and sensitive claims, particularly those involving exaggeration, moral hazard and other indicators of complex claim risk. You'll ensure that investigative strategies, evidence standards and decision outcomes are technically sound, consistent and aligned with legal, regulatory and LICOP expectations. You will support a small team of Case Consultants and act as a central conduit between them and other stakeholders, including Legal. You'll provide strategic judgement on the most challenging matters while uplifting technical capability across the team and contributing insights that strengthen claim outcomes across the wider claims function.

Responsibilities

Provide strategic oversight and technical direction for complex, exaggerated and moral hazard claims, ensuring high decision accuracy and consistency.
Act as primary liaison with Legal in relation to all claims managed by the team, managing litigation risk and regulatory exposure.
Own and sign off adverse decision communications and outcomes for high-risk cases.
Guide case conferencing, investigative strategies and pathways, and escalation decisions with strategic judgement.
Scan the broader portfolio to identify emerging risks, trends and behavioural indicators that could impact claim outcomes and business practices.
Partner with Team Managers to provide technical insights, reporting and capability feedback that strengthens investigative practices and decision quality.
Lead technical improvement initiatives relating to complex claim management frameworks, evidence standards and investigative practices.
Mentor and coach colleagues, uplifting technical capability and confidence across the team.
Generate insights and risk identification that contribute to fair, defensible and customer-focused claim outcomes.

Requirements

Significant experience managing complex and technically challenging insurance claims.
Demonstrated experience in a senior technical or specialist claims role with evidence of deep subject-matter expertise.
Strong understanding of claim investigations, evidence assessment, moral hazard and risk management in complex environments.
Proven experience working with Legal, Investigations and Forensic Accounting Specialists on complex and high-risk matters.
Exceptional critical thinking, problem-solving and strategic judgement skills.
Proven ability to identify complex risks, assess intricate information and make sound, defensible decisions aligned with regulatory expectations.
High attention to detail and strong documentation standards, with ability to produce legally sound case outcomes.
Excellent stakeholder management and influencing capability across multiple levels and specialist functions.
Genuine passion for technical excellence and commitment to developing others' capability.
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.

Skills

Subject-matter expertise
Analytical capability
Judgement
Problem-solving
Stakeholder management
Influencing capability
Critical thinking
Strategic judgement

Location

Australia
New Zealand

Work Type

Full-time

Experience Level

Principal
Senior
Experienced

About the Company

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.

Equal Opportunity

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.