Senior Claims Case Manager — Lead Complex Claims (Hybrid)

Marsh Insurance Limited; Sydney; Hybrid; AUD 110,000 - 140,000; Full time

Job summary

Marsh is seeking a Senior Claims Case Manager to join our Insurance Operations team in a hybrid role based in Sydney, Melbourne or Adelaide. This senior position focuses on handling complex, sensitive and escalated claims, delivering high-quality experiences for claimants and members.

You will coach colleagues, drive improvements and collaborate with insurers, trustees and internal teams. Applicants must have strong insurance experience, excellent communication, and the ability to work in a

Qualifications

• Experience in insurance, ideally within group life insurance or superannuation.
• Excellent written and verbal communication, with strong organisation and time management.
• Demonstrated senior/escalated claims handling experience.

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

Complex claims handling

Stakeholder communication

Coaching

Analytical thinking

Education

VCE/HSC or equivalent

PS 146 compliant

Job description

Marsh is seeking a Senior Claims Case Manager to join our Insurance Operations team in a hybrid role based in Sydney, Melbourne or Adelaide. This senior position focuses on handling complex, sensitive and escalated claims, delivering high-quality experiences for claimants and members.

You will coach colleagues, drive improvements and collaborate with insurers, trustees and internal teams. Applicants must have strong insurance experience, excellent communication, and the ability to work in a