Claims Team Lead

Marsh Agency; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work environment

Professional development

Work-life balance

Job summary

Marsh seeks a Team Leader to manage the claims team in Sydney. This hybrid role requires three days in the office weekly and leads an external administrator handling 350+ personal injury, property liability, and recovery claims.

You will train and guide the client, handle escalations, review insurer decisions, ensure compliance with the General Insurance Code, and support a high-performing team across challenging claims.

Qualifications

• Proven expertise leading claims teams and managing external administrators.
• Strong knowledge of claims principles and relevant legislation.
• Excellent written and verbal communication, able to work under pressure and meet deadlines.
• Superior relationship management and problem-solving abilities.

Responsibilities

• Lead and oversee an external administrator managing 350+ claims.
• Provide training and guidance to the client to ensure effective claims handling and compliance.
• Manage escalations promptly to stakeholders’ satisfaction.
• Align client and broker expectations through clear communication and relationship management.
• Review insurer decisions for accuracy and fairness; interpret contractual documents to guide decisions.
• Support daily management of claims handlers, handling complex cases with quality and consistency.
• Ensure timely finalisation of claims, balancing thoroughness with objectives.

Skills

Claims leadership

Stakeholder management

Communication skills

People leadership

Job description

We are seeking a talented Team Leader to join our claims team at Marsh. This role will be based in Sydney. This is a hybrid role that has a requirement of working at least three days a week in the office.

Claims Team Leader

We Will Count On You To

• Lead and oversee an external third-party administrator responsible for the day-to-day management of over 350 personal injury, property liability, and recovery claims on behalf of a significant and longstanding Marsh client.
• Deliver ongoing support, guidance, and training to the client to ensure effective claims handling and compliance
• Promptly manage and resolve escalations, ensuring issues are addressed to the satisfaction of all stakeholders.
• Proactively manage and align client and broker expectations through clear communication and relationship management.
• Review insurer decisions to ensure accuracy, fairness, and alignment with policy terms.
• Interpret a broad range of contractual documents to guide claims handling and decision-making.
• Provide day-to-day management and support to claims handlers, particularly in handling complex claims, ensuring quality and consistency.
• Ensure timely and efficient finalisation of claims matters, balancing thoroughness with client and organizational objectives.

What You Need To Have

• Proven expertise managing property, liability, recovery and personal injury claims an insurer, law firm, in-house claims team, or third-party administrator.
• Strong technical knowledge of claims principles and relevant legislation including the General Insurance Code of Practice, Insurance Contracts Act, and Privacy Act.
• Excellent written and verbal communication skills, with the ability to work under pressure and meet deadlines.
• Superior relationship management skills and problem-solving ability.
• People leadership experience is advantageous.

What Makes You Stand Out

• Experience providing risk and incident notification and claims management training.
• Ability to handle high-profile or complex claims with a focus on client reputational risk.
• Demonstrated ability to present quarterly and annual reviews and participate in peer review/audit processes.
• Commitment to fostering a collaborative and supportive team environment.

Why Join Our Team

• Leadership opportunity with real impact supporting a national client.
• Join the world’s leading insurance broker and risk advisor in a professional, hybrid working environment.
• Access to professional development, career growth, and a vibrant, inclusive culture.
• Work alongside energetic and supportive colleagues with genuine work-life balance.

About Marsh

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to providing an inclusive work environment. We aim to attract and retain the best, most qualified people and value colleagues of all backgrounds, without regard to age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. Applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencing of employment.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.