Senior Claims Case Manager: Digital, Customer-First Leader

MetLife Insurance

Melbourne

On-site

AUD 90,000 - 130,000

Full time

2 days ago

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Job summary

MetLife Insurance in Melbourne is seeking an experienced Senior Case Manager to own a portfolio of complex Group Life Insurance claims, focusing on policy definitions, risk management and customer outcomes. You will lead change, coach peers, and embed a customer-first culture in a digitally evolving claims environment.

You’ll balance empathy with commercial outcomes, ensure SLA and CSAT targets are met, and collaborate with advisers, trustees and providers to drive continuous improvement and

Qualifications

Extensive experience (5+ years) managing complex Group Life Insurance claims.
Strong knowledge of policy definitions, trust deed requirements, and rehab strategies.
Ability to interpret policy and legislative frameworks while balancing outcomes.
Experience aligning with SLAs, CSAT, and regulatory obligations.
Excellent written and verbal communication skills.

Responsibilities

Make timely, technically sound decisions on complex Group Life claims.
Lead continuous improvement initiatives within a digital claims environment.
Coach and mentor junior case managers.
Collaborate with trustees, advisers, and providers.
Embed customer-first thinking across operating model.

Skills

Claims management

Stakeholder engagement

Coaching/mentoring

Regulatory compliance

Policy interpretation

Education

Tertiary qualifications in insurance or related field

Tools

Claims platforms

Analytics tools

Job description

You’ll balance empathy with commercial outcomes, ensure SLA and CSAT targets are met, and collaborate with advisers, trustees and providers to drive continuous improvement and

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