Senior Case Manager — Claims & Digital Transformation Lead

MetLife Insurance; Melbourne; On-site; AUD 110,000 - 160,000; Full time

Job summary

MetLife Australia is seeking a Senior Case Manager in Melbourne to own a portfolio of complex Group Life Insurance claims, including TPD, IP and Death. You will lead change, balance empathy with commercial outcomes, and drive customer-first service in a digitally evolving environment.

You will mentor peers, ensure decisions align with policy definitions and risk frameworks, and collaborate with internal and external stakeholders to deliver excellence in claims handling.

Qualifications

• Extensive experience managing complex Group Life Insurance claims.
• Ability to balance policy definitions with risk and customer outcomes.
• Strong written and verbal communication skills for defensible decisions.

Responsibilities

• Proactively manage a complex portfolio of Group Life Insurance claims end to end.
• Deliver a customer-first experience with empathy, clarity and professionalism across touchpoints.
• Coach and develop junior case managers to uplift team capability.
• Maintain SLAs, CSAT targets and regulatory obligations in a digital environment.
• Identify opportunities to improve claims processes and drive continuous improvement.

Skills

Case management

Stakeholder engagement

Coaching/mentoring

Regulatory compliance

Claims platforms

Education

Tertiary qualifications in a relevant field

Tools

Claims platforms

Job description

MetLife Australia is seeking a Senior Case Manager in Melbourne to own a portfolio of complex Group Life Insurance claims, including TPD, IP and Death. You will lead change, balance empathy with commercial outcomes, and drive customer-first service in a digitally evolving environment.

You will mentor peers, ensure decisions align with policy definitions and risk frameworks, and collaborate with internal and external stakeholders to deliver excellence in claims handling.