Team Manager, ECM Case Management

Job description

Lead a team making a real difference when customers need us most. An exciting opportunity has become available for a Team Manager, Estates & Claims Management (ECM) to join our team on a 12-month secondment based in Adelaide. This leadership role is responsible for leading a team of Case Managers who support customers, beneficiaries and their representatives through some of life's most significant and complex events, including deceased estates, insurance claims, financial hardship and compassionate grounds requests.

We're looking for a people leader who can create a high-performing, customer-focused culture while ensuring strong risk management, compliance and operational excellence.

What You'll Be Doing

Leading, coaching and developing a team of Case Managers. Driving performance, accountability and capability uplift across the team. Creating an environment that delivers exceptional customer experiences with empathy and care. Ensuring compliance with trustee obligations, delegated authorities, risk frameworks and governance requirements. Supporting change initiatives, continuous improvement opportunities and new ways of working.

Building strong relationships across Product, Risk, Priority Care, Complaints, Distribution, Insurers and Estates teams. Managing complex customer situations and supporting sound decision-making.

We're seeking a leader who can: Confidently lead and develop people while fostering a positive and accountable team culture. Demonstrate genuine empathy and a strong customer-first mindset. Balance customer outcomes with effective risk and compliance management. Lead teams through change and support transformation initiatives. Build trusted stakeholder relationships and influence outcomes across the business. Drive continuous improvement and operational excellence.

You will bring

Proven people leadership experience. Strong coaching and performance management capability. Excellent communication and stakeholder management skills. Sound judgement and decision-making ability. Experience operating within risk and compliance frameworks. A commitment to delivering outstanding customer outcomes. Create Your Future Today To get started, simply click on the APPLY or APPLY NOW button. We’re all about creating a supportive and inclusive community.

We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community. If you need any adjustments during the recruitment process, you can find more information and contact details on our FAQs and how to contact us page , under the ‘Diversity, Sustainability and Flexibility’ section.