Senior Case Manager – Claims Leadership

MetLife Insurance Limited; Melbourne; On-site; AUD 140,000 - 170,000; Full time

Benefits offered by this job

life insurance benefits

generous paid parental leave

market leading menopause and fertility

car leasing and more.

Employee Assistance Program (EAP)

access to 360Health medical support

volunteer leave

study assistance

Job summary

MetLife Insurance Limited in Melbourne seeks an experienced Senior Case Manager to own a portfolio of complex Group Life claims, focusing on policy alignment, risk frameworks and customer outcomes in a rapidly evolving digital environment. You will lead change, coach peers, and ensure timely decisions while maintaining SLA and CSAT targets.

The role emphasizes collaboration with stakeholders and adherence to regulatory obligations.

Qualifications

• Extensive experience (5+ years) managing complex Group Life Insurance claims.
• Strong policy, regulatory and clinical knowledge applied to end-to-end claims.
• Proven ability to interpret policy definitions and make sound decisions.

Responsibilities

• Timely and technically sound decisions on complex Group Life claims aligned with policy and legislation.
• Completion of MetLife Claims Accreditation Program to attain mid-level DA within 3 months.
• Mentorship and support to peers to uplift team capability.
• Meet SLA’s, CSAT targets and regulatory obligations.
• Identify improvements to claims processes and drive digital, customer-first approach.
• Collaborate with stakeholders including trustees, reinsurers, medical providers, and legal partners.
• Escalate and manage complaints as needed.

Skills

Case management

Stakeholder engagement

Mentoring/Coaching

Decision making

Risk awareness

Education

Tertiary qualifications in allied health, legal, business, or insurance

Job description

MetLife Insurance Limited in Melbourne seeks an experienced Senior Case Manager to own a portfolio of complex Group Life claims, focusing on policy alignment, risk frameworks and customer outcomes in a rapidly evolving digital environment. You will lead change, coach peers, and ensure timely decisions while maintaining SLA and CSAT targets.

The role emphasizes collaboration with stakeholders and adherence to regulatory obligations.