Faith & Education Team Lead, Claims Operations

5 days ago

Sydney, New South Wales, Australia Marsh Full time

Marsh is seeking candidates for the following position, based in the Sydney or Melbourne office:


Faith & Education Team Lead, Claims Operations

What can you expect?

An exciting opportunity has become available for an experienced claims professional to join Marsh's Claims Operations team in a leadership role. In this newly-created position you will be responsible for managing the Claims Operations Faith & Education Team, as well as manage staff within the Risk Management Team. You will work closely with our broking teams and play a pivotal role in ensuring we deliver a high level of claims management services to clients and brokers through consulting, advisory, advocacy and negotiation.

What is in it for you?

  • Join the world's leading insurance broker and risk adviser in a management role.
  • Professional environment where your career path really matters and is supported in our global organisation.
  • Opportunity to lead a team and make a visible impact in the Risk Management segment.
  • Great team environment with energetic and supportive colleagues.

We will count on you to:

  • Be the owner of the Claims Operations Faith & Education Team, reporting to the Australian Claims Operations RM Leader.
  • Own the FNOL claims process and end-to-end claims management (but for Advocacy referred claims).
  • Manage a Claims Team of both Faith & Education and RM staff.
  • Serve as primary point of contact for members of the team on all technical issues.
  • Manage the workload, priorities, and performance of the team.
  • Train and develop new starters in the team to ensure they are provided with a consistent and comprehensive introduction to the Company and claims function/ procedures.
  • Drive high performance by aligning individuals' goals to Unit and Company objectives.
  • Build team capabilities and succession planning through coaching, mentoring and training colleagues.
  • Identify opportunities for efficiency improvements and coordinate implementation of initiatives.
  • Meet service levels set out in Client Service Agreements and in the Claims Handling Guidelines.
  • Respond to queries from clients and brokers, and attend client meetings.
  • Prepare routine and ad hoc reports including claims trends analysis.
  • Prepare quarterly and/or annual claims reviews.
  • Manage moderate to high complexity claims according to the Company's processes and client agreements, liaising with Advocacy as required.
  • Liaise with clients, insurers, claimants and external providers.
  • Drive, where requested, the contract negotiation process for existing and new clients, agreeing service standards and documenting via the client service agreement.
  • Support new and expanded business endeavours through provision of claims review data for tenders, renewals and proposals, and participate in client/prospect meeting.
  • Drive the settlement negotiation process and negotiate on behalf of client.

We would like you to have:

  • 2+ years' experience managing direct reports.
  • Exhibit expertise and knowledge managing Industrial Special Risks and Liability claims across a broad range of clients.
  • Experience managing major and international clients claims across a broad range of products.
  • Tier 1 ANZIIF qualification and/or a strong background of vocational experience in claims management.
  • Strong technical knowledge and claims analysis.
  • Ability to maintain and strengthen relationships with clients and insurers and their respective agents and representatives.
  • Good negotiation and persuasion skills.
  • Mature in outlook and strength of character to discuss complex issues with senior leaders and carry out meetings with confidence.
  • Strong written and verbal communication skills.

About Marsh:

Marsh is the world's leading insurance broker and risk adviser. With more than 45,000 colleagues operating in more than 130 countries, Marsh serves commercial and individual clients with data driven risk solutions and advisory services. Marsh is a business of Marsh McLennan (NYSE: MMC), the leading global professional services firm in the areas of risk, strategy and people. With annual revenue of over $20 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman. For more information, visit , follow us on LinkedIn and X.

Applications will only be accepted from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a criminal record check prior to commencement of employment.

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person. Note: the changes to our hybrid work policy do not apply to officially designated remote workers and are subject to any works council or local legal requirement.

At Marsh we recognise that our people have different priorities and commitments.

We are passionate about providing an inclusive workplace that supports all of our employees in managing those priorities, and we celebrate the diversity of all the family groups that make up our extended Marsh family. Marsh is proud to be an accredited Family Friendly Workplace, and a Work 180 endorsed employer. For information on the benefits and policies at Marsh visit and search "Marsh" under endorsed employers.

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