Senior Claims Leader: Digital, Customer‑First & Mentorship

MetLife Insurance; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Life insurance benefits

Parental leave

Employee Assistance Program

Health and wellness support

Job summary

MetLife Australia is seeking experienced Senior Case Managers to lead a portfolio of complex Group Life Insurance claims, ensuring decisions align with policy intent and risk frameworks. This role emphasizes customer-first communication, DA ownership, and ongoing process improvement in a digital, fast-paced environment.

You will coach peers, uphold SLAs and CSAT targets, and contribute to a culture of innovation and compliance while collaborating with stakeholders across the claims lifecycle.

Qualifications

• Extensive experience (ideally 5+ years) managing complex Group Life Insurance claims across a range of benefit types.
• Strong ability to interpret policy and legislative frameworks balancing commercial, regulatory and customer outcomes.
• Experience working with SLAs, quality metrics, and CSAT expectations.

Responsibilities

• Proactively manage a complex portfolio of claims end to end with DA where applicable.
• Deliver a customer-first experience with empathy, clarity and professionalism across touchpoints.
• Mentor and coach Case Managers to uplift team capability and drive better outcomes.
• Identify opportunities to improve claims processes and customer experience in a digital environment.

Skills

Claims management

Group Life Insurance

Coaching

Risk assessment

Customer experience

Education

Tertiary qualification in related field

Tools

Claims platforms

Job description

MetLife Australia is seeking experienced Senior Case Managers to lead a portfolio of complex Group Life Insurance claims, ensuring decisions align with policy intent and risk frameworks. This role emphasizes customer-first communication, DA ownership, and ongoing process improvement in a digital, fast-paced environment.

You will coach peers, uphold SLAs and CSAT targets, and contribute to a culture of innovation and compliance while collaborating with stakeholders across the claims lifecycle.