Advanced Case Management Principal Consultant

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

We're seeking an experienced Principal Case Consultant to join our Advanced Case Management team as a senior technical authority within a highly specialised function. 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.

Acting as a central conduit between Claims, Legal, Investigations, Forensic Accounting Specialists and other key stakeholders, you'll play a critical role in managing litigation risk, regulatory exposure and reputational impact across the portfolio. 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.

This is an excellent opportunity for a highly experienced claims professional looking to step into a recognised specialist position with a genuine impact on complex claim management.

How Will You Make an Impact

·         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.

About You

You are a highly regarded and experienced claims professional with extensive experience managing complex and technically challenging claims. You bring deep subject-matter expertise, strong analytical capability and sound judgement, with the confidence to make decisions in high-risk environments.

You thrive on solving difficult problems and working collaboratively with a range of stakeholders to achieve defensible and fair outcomes. Recognised for your technical expertise, you're genuinely passionate about sharing knowledge, uplifting team capability and contributing to technical excellence across the claims function.

You'll Bring:

·         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 the 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.

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.