Hybrid Senior Claims Case Manager for Complex Claims

AU017 Mercer Outsourcing (Australia) Pty Ltd; Sydney; Hybrid; AUD 120,000 - 150,000; Full time

Job summary

Marsh, a global risk and advisory leader, seeks a Senior Claims Case Manager to join our Insurance Operations team. Based in Sydney, Melbourne or Adelaide, this hybrid role requires at least three days in the office and focuses on complex, sensitive, and escalated claims, delivering high-quality outcomes.

You will provide technical guidance, coaching and support to colleagues while driving continuous improvement in claims processes and knowledge sharing across the team.

Qualifications

• Experience in insurance, ideally within group life or superannuation.
• Excellent written and verbal communication; strong organization and time management.
• Demonstrated ability to handle complex, high-risk, escalated claims.
• Willingness to coach and train colleagues.

Responsibilities

• Manage and resolve complex, high-risk, sensitive and escalated claims in a timely manner.
• Build and maintain relationships with claimants, members, authorised representatives, insurers and trustees.
• Provide personalised case management and advocacy to support a positive client and claimant experience.
• Process and peer review high-risk claims work to support quality and consistency.
• Coach and train colleagues on claims processes, systems and product knowledge.
• Contribute to process improvements, documentation and knowledge sharing across the team.

Skills

Claims management

High-risk claims handling

Communication

Analytical problem solving

Coaching/mentoring

Education

VCE/HSC or equivalent

PS 146 compliant

Job description

Marsh, a global risk and advisory leader, seeks a Senior Claims Case Manager to join our Insurance Operations team. Based in Sydney, Melbourne or Adelaide, this hybrid role requires at least three days in the office and focuses on complex, sensitive, and escalated claims, delivering high-quality outcomes.

You will provide technical guidance, coaching and support to colleagues while driving continuous improvement in claims processes and knowledge sharing across the team.