Senior Group Claims Leader - Strategy, Service & Risk

MetLife Insurance; Sydney; On-site; AUD 180,000 - 260,000; Full time

Job summary

MetLife Australia is seeking a Senior Manager, Group Claims to lead exceptional claims outcomes for a major Group Insurance client. You will provide strategic and operational leadership to a team of claims professionals, ensuring fair and efficient decisions in line with regulatory requirements.

You will oversee complex claims, drive customer outcomes, governance and risk management, and partner with stakeholders to deliver continuous improvement.

Qualifications

• Extensive experience in life insurance, group insurance or claims management.
• Proven experience leading large operational teams within a complex environment.
• Experience leading change and operational excellence initiatives.
• Strong understanding of risk management, governance and regulatory requirements.
• ANZIIF or other relevant insurance qualifications preferred.

Responsibilities

• Lead end-to-end delivery of Group Claims services for a major client.
• Ensure fair, timely and policy-aligned claim decisions.
• Maintain oversight of complex, high-risk claims matters.
• Drive service, quality and customer outcomes.
• Ensure effective claims governance and oversight.
• Deliver fair and sustainable claims outcomes.
• Lead, coach and develop a team of claims professionals.
• Foster a high-performance team culture and succession planning.
• Provide clear performance expectations, coaching and feedback.
• Foster an inclusive and psychologically safe working environment.
• Build strong relationships with key stakeholders.
• Manage escalated customer concerns and complaints professionally.
• Represent Claims in strategic initiatives and governance forums.

Skills

Leadership

Stakeholder management

Change management

People development

Strategic thinking

Communication

AI fluency

Digital tools

Regulatory knowledge

Education

Tertiary qualification in Business or related

ANZIIF or insurance qualifications

Job description

MetLife Australia is seeking a Senior Manager, Group Claims to lead exceptional claims outcomes for a major Group Insurance client. You will provide strategic and operational leadership to a team of claims professionals, ensuring fair and efficient decisions in line with regulatory requirements.

You will oversee complex claims, drive customer outcomes, governance and risk management, and partner with stakeholders to deliver continuous improvement.