Senior Claims Case Manager: Lead & Innovate End-to-End

MetLif; Melbourne; On-site; AUD 100,000 - 140,000; Full time

Benefits offered by this job

Life insurance benefits

Parental leave

Menopause and fertility leave

Car leasing

Employee Assistance Program (EAP)

Study assistance

Job summary

MetLife Australia is seeking an experienced Senior Case Manager to own a portfolio of complex Group Life Insurance claims, balancing risk, empathy and commercial outcomes. You will lead change, embed customer-first thinking, and drive continuous improvement in a digital, compliant operating model.

The role emphasizes end-to-end claims management, coaching peers, and maintaining strong SLAs and CSAT targets within a collaborative culture.

Qualifications

• Extensive experience (5+ years) managing complex Group Life Insurance claims across a range of benefit types.
• Strong working knowledge of policy definitions, trust deed requirements, superannuation legislation and rehab/return-to-work strategies.
• Proven ability to interpret policy and legislative frameworks while balancing commercial, regulatory and customer outcomes.
• Demonstrated capability to manage claims end to end with sound risk assessment, medical and vocational reasoning.
• Experience working with SLAs, quality metrics and CSAT expectations.
• Strong written and verbal communication skills for clear defensible decisions.

Responsibilities

• Proactively manage and assess a complex portfolio of claims end to end, develop and implement case management strategies.
• Deliver a customer-first experience with empathy, clarity and professionalism across all touchpoints.
• Maintain timely updates and clear written decisions to uphold service standards.
• Adhere to DA responsibilities and pass QA reviews for assigned portfolio.
• Drive regulatory compliance and risk management aligned with LICOP and SLA timeframes.
• Collaborate with internal and external stakeholders to build trusted relationships.
• Mentor Case Managers and uplift team capability through knowledge sharing.
• Identify and escalate process improvements to support a digital, customer-first approach.

Skills

Claims management

Stakeholder engagement

Regulatory compliance

Analytical reasoning

Education

Allied health, legal, business or insurance-related degree

Job description

MetLife Australia is seeking an experienced Senior Case Manager to own a portfolio of complex Group Life Insurance claims, balancing risk, empathy and commercial outcomes. You will lead change, embed customer-first thinking, and drive continuous improvement in a digital, compliant operating model.

The role emphasizes end-to-end claims management, coaching peers, and maintaining strong SLAs and CSAT targets within a collaborative culture.