Senior Claims Case Manager

About the role

Marsh is seeking a Senior Claims Case Manager to join its Insurance Operations team in Sydney. This hybrid position requires at least three days per week in the office and focuses on managing complex, sensitive, and escalated claims while delivering a high‑quality client experience.

Key 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 ensure 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.

Required profile

• VCE/HSC or equivalent and PS 146 compliant.
• Demonstrated experience in insurance, preferably group life insurance or superannuation.
• Excellent written and verbal communication with strong organisational, analytical and problem‑solving abilities.
• Experience in superannuation administration and ASFA qualifications is a plus.
• Proven ability to coach others and support process improvement in a claims environment.