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NSW - Sydney


Senior Manager, Member Outcomes - Insurance (12 month contract)

Apply now Job no: 40065298_09082019
Business group: Wealth Management
Grade: CSL C
Work type: Contract/Secondment
Location: Sydney CBD Area
Categories: Insurance - Life

  • You thrive in a fast paced, dynamic environment
  • We’re a team who love meeting a challenge head on
  • Together we’re providing the right solutions for our members

Do work that matters:

The Senior Manager, Member Outcomes - Insurance role is responsible for the end to end oversight of insurance complaints and complex insurance decisions on behalf of CFS Client Operations.

The purpose of the role is to seek and assist timely resolution around insurance complaints through continual connection across CFS business lines, our Insurer, Trustee Office, Group Customer Relations and External Dispute handling bodies such as AFCA. In addition, the role will continually identify and implement learnings from our customer interactions.

A key deliverable for this role is seeking better member outcomes through:

  • Timely resolution of insurance complaints and complex decisions.
  • Ensure we reflect on insurance related complaints and be the lead to implement process improvements.
  • Seek to represent and reflect the customer need within the CFS business.

See yourself in our team:

This role is within Colonial First State (CFS) and sits within the Client Operations Division. Client Operations is the largest division in CFS with over 400 staff and is responsible for looking after the day to day interactions we have with our clients - advisers, investors and employers. This Senior Manager role sits within the Insurance and Employer Services.

You will have responsibility for:

  • End to end oversight of Insurance complaints and complex insurance decisions from a Client Operations perspective.
  • Reporting to internal business stakeholders detailing insights to systemic trends and recommend opportunities to achieve better member outcomes with respect to insurance.
  • Management of an internal forum with Group Customer Relations (GCR) and WMOT for faster resolution of complaints within the Internal Dispute Resolution Framework.
  • Implementing business improvement in the management of member complaints with the objective of minimise complaints that are referred to an External Dispute framework.

We're interested in hearing from people who have:

  • Proven experience managing and resolving complex insurance matters including complaints, recommendations for deceased estate decisions and reviewing declined insurance claims.
  • Strong leadership and interpersonal skills.
  • Ability to be an advocate on behalf of the customer with all internal stakeholders.
  • Proven ability to organise, prioritise and manage multiple priorities in a very fast paced environment.
  • Strong Customer Focus with ability to analyse data, find trends and present information to drive better member outcomes.
  • Demonstrated ability to develop and manage strong relationships, both internally and externally, with people at all senior levels.
  • Financial Services experience in Superannuation is preferred as are relevant tertiary qualifications and RG146 compliance.

From here you'll go

If you live and breathe the values and demonstrate the people capabilities, we can offer development opportunities both within the Product team and in the wider group. We’ll help you find the next step that’s right for you and enable you to be your best.


At CommBank, we’re committed to building a diverse and inclusive workforce reflecting the customers, businesses and communities we serve. As a value’s driven organisation, we nurture and support our people; through focusing on skill and talent development, collaboration, flexibility and internal promotion. With service in mind at every touch point, we take accountability for the role we play in securing and enhancing the financial wellbeing of people, businesses and communities. At CommBank you can be you.


Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Daylight Time

Commonwealth Bank of Australia
ABN 48 123 123 124

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