Senior Claims Case Manager — Hybrid, Adelaide

AU017 Mercer Outsourcing (Australia) Pty Ltd; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Marsh is seeking a Senior Claims Case Manager to join the Insurance Operations team. The role is based in Adelaide and is a hybrid position requiring at least three days in the office weekly.

You will manage complex, high-risk, and escalated claims, guiding colleagues and stakeholders to deliver a high-quality claims experience. You will provide tailored case management, build relationships with claimants and insurers, peer review high-risk work, and drive continuous improvement across claims

Qualifications

• 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.
• PS 146 compliant and VCE/HSC or equivalent.
• Experience coaching others and supporting process improvement in a claims environment.

Responsibilities

• 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 colleagues on claims processes, systems and product knowledge.
• Contribute to process improvements, documentation and knowledge sharing across the team.

Skills

Insurance experience

Communication skills

Case management

Stakeholder engagement

Job description

Marsh is seeking a Senior Claims Case Manager to join the Insurance Operations team. The role is based in Adelaide and is a hybrid position requiring at least three days in the office weekly.

You will manage complex, high-risk, and escalated claims, guiding colleagues and stakeholders to deliver a high-quality claims experience. You will provide tailored case management, build relationships with claimants and insurers, peer review high-risk work, and drive continuous improvement across claims