Senior Claims Case Manager

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

Full time

Hybrid

2d ago , from Marsh & McLennan Companies MMC

We are seeking a talented individual to join our Insurance Operations team as a Senior Claims Case Manager. This role will be based in Sydney, Melbourne or Adelaide. This is a hybrid role that has a requirement of working at least three days a week in the office.

Senior Claims Case Manager

This is a senior case management role focused on the handling of complex, sensitive and escalated claims. You will work closely with members, claimants, authorised representatives, insurers, trustees and internal teams to deliver a high-quality claims experience. The role also provides technical guidance, coaching and support to colleagues and contributes to continuous improvement across claims processes.

We will count on you to:

• Manage and resolve complex, high-risk, sensitive and escalated claims in a timely manner
• Build and maintain effective 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 GSD colleagues and Insurance Services team members on claims processes, systems and product knowledge
• Contribute to process improvements, documentation and knowledge sharing across the team

What you need to have:

• VCE/HSC or equivalent
• PS 146 compliant
• Demonstrated experience in insurance, ideally within group life insurance or superannuation
• Excellent written and verbal communication skills, with well-developed organisation, time management, analytical and problem-solving skills

What makes you stand out:

• Experience in superannuation administration
• Experience coaching others and supporting process improvement in a claims environment

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being

Applications can 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 commencement of employment.

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 creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of 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.