Senior Group Life Claims Lead

MetLife; Sydney; Hybrid; AUD 110,000 - 170,000; Full time

Benefits offered by this job

Life Insurance Benefits

Parental Leave

Menopause & Fertility Leave

Car Leasing

EAP

360Health Support

Volunteer Leave

Study Assistance

Job summary

MetLife Australia is seeking an experienced Senior Case Manager to own a portfolio of complex Group Life Insurance claims in Sydney. You will drive high-quality decisions end to end, balancing policy definitions, risk and customer outcomes in a digital, fast-moving environment.

You will mentor peers, lead process improvements, and ensure SLAs and CSAT targets are met. A 5+ year track record in group insurance, strong communication skills, and DA readiness are expected.

Qualifications

• Extensive experience (ideally 5+ years) managing complex Group Life Insurance claims across a range of benefit types, including TPD, IP and Death.
• Strong working knowledge of policy definitions, trust deed requirements, superannuation legislation, and rehabilitation and return to work strategies within a Group Insurance context.
• Proven ability to interpret and apply 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 and stakeholder engagement.
• Experience working in alignment with service level agreements (SLAs), quality metrics, and customer satisfaction (CSAT) expectations.
• Strong written and verbal communication skills, including preparing clear and defensible claim decisions and reports.
• Comfortable working in an evolving digital environment, with experience using claims platforms and openness to leveraging technology to improve outcomes.
• A collaborative mindset with a passion for mentoring peers, sharing insights, and driving continuous improvement.
• Tertiary qualifications in a relevant field such as allied health, legal, business, or insurance (desirable but not essential)

Responsibilities

• Timely and technically sound decisions on complex Group Life claims (TPD, IP and Death), aligned with policy definitions, legislation, and our claim’s philosophy.
• Completion of MetLife Claims Accreditation Program to attain a mid-level DA within 3 months of employment commencement with MetLife.
• Strong case ownership, managing claims end to end while balancing risk, empathy and commercial outcomes.
• High levels of customer satisfaction and compliance by consistently meeting SLA’s, CSAT targets and regulatory obligations.
• Clear, well-reasoned written communications and defensible claims decisions that stand up to internal and external review.
• Constructive collaboration with internal and external stakeholders, including trustees, reinsurers, medical providers, and legal partners.
• Mentorship and support to peers and case managers, contributing to team capacity uplift and knowledge sharing.
• Identification and escalation of improvement opportunities, working with your leader to help shape and enhance our approach to our claims in a digitally evolving environment.
• Active contribution to a culture that values innovation, continuous improvement a customer-first mindset

Job description

MetLife Australia is seeking an experienced Senior Case Manager to own a portfolio of complex Group Life Insurance claims in Sydney. You will drive high-quality decisions end to end, balancing policy definitions, risk and customer outcomes in a digital, fast-moving environment.

You will mentor peers, lead process improvements, and ensure SLAs and CSAT targets are met. A 5+ year track record in group insurance, strong communication skills, and DA readiness are expected.