Overview
The Senior Service Manager – Cbus Insurance is responsible for delivering strategic and operational goals for Cbus claims operations, balancing best practice claims experience with strong risk and compliance management.
This senior leadership role oversees the development of insurance claims services in line with client and industry expectations, with 4 direct reports.
Key Responsibilities:
* Managing regulatory Life and Super Code obligations, budgets, and overall team operations.
* Supporting service managers across funds, overseeing transitions and projects impacting multiple funds, and ensuring successful delivery.
* Driving the implementation and ongoing development of the Insurance Strategy, acting as the business owner within the Insurance Portfolio, focusing on Claims, Underwriting, and the Insurance Claims Contact Centre.
Hybrid Working Conditions:
Key incremental role Drive change
Accountabilities and Responsibilities:
* Strategic Focus:
o Partner with leadership to drive strategic direction and provide effective leadership.
o Champion continuous improvement and implement best practices across the business.
o Build strong relationships with stakeholders to align on customer-centric solutions.
o Work in a fast-paced, dynamic environment, ensuring quality and managing risks and costs.
o Drive change, adapting to new technology and processes.
o Challenge current practices to improve claims handling processes.
o Build team capabilities and enhance insurance knowledge.
o Collaborate with industry experts to strengthen insurance capabilities.
o Own the Insurance Portfolio, driving improvements across teams.
* Operational Management:
o Ensure claimant/member experience is at the forefront of all activities.
o Ensure teams adhere to agreed processes, authority limits, and quality standards.
o Lead workforce planning to balance commercial outcomes and services.
* People Leadership:
o Foster an engaged, motivated culture through strong leadership.
o Support Team Leaders in people management responsibilities.
o Promote collaboration and drive high-performance teams aligned with MUFG's values.
o Develop insurance-specific leader content to enhance team capabilities.
* Governance & Risk:
o Cultivate a risk management culture to mitigate risk exposure.
o Ensure compliance with statutory regulations and manage operational risks.
o Maintain awareness of the regulatory environment and ensure compliance frameworks are met.
Experience & Attributes:
* Minimum 5 years' operational management experience in Life Insurance.
* Proven ability to engage senior stakeholders and build high-performing teams.
* Strong leadership, problem-solving, and communication skills.
* Ability to lead change, motivate teams, and deliver customer-centric solutions.
* Strong commercial acumen and analytical skills.
* Proficient in MS Office (Word, Excel, PowerPoint).
Employment Benefits:
* Flexible working– enabling our employees to work in the office and at home
* Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
* Employee Recognition Program - to recognise people who are demonstrating our values and Talent Referral Program
* Salary Sacrificing via Superannuation
* Employee Assistance Program
* Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
* Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft
Culture @ MUFG:
We are an inclusive employer whose people work collaboratively.
We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported.
We know that diversity drives better client outcomes, continuous improvement, and growth.
Be part of our company and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.