Claims Team Leader

2 weeks ago

Sydney, Australia Marsh Full time

**Claims Team Leader**

**What can you expect?**

An exciting newly-created opportunity has become available to lead a team of Claims Examiners and support a major client who has a significant national portfolio of assets.

In this role you will be a key point of contact for the client, as well as Marsh leadership, performing the critical function of triaging notifications from the client’s Risk and Security Managers ensuring all matters are assigned to a team member. You will be responsible for ensuring that the client’s risks, which are predominantly liability claims for personal injury and property damage, are managed in accordance with the agreed upon KPI’s.

Reporting to the Risk Management Claims Leader, you will provide effective management and leadership of a team of Claims Examiners to ensure that team members are engaged and growing in their roles.

**What is in it for you?**
- Leadership opportunity where you can make an impact
- Support a national client
- Join the world’s leading insurance broker and risk advisor
- Professional environment where your career path really matters and is supported in our global organisation
- Great team environment with energetic and supportive colleagues
- Genuine work life balance - hybrid working model

**We will count on you to**:

- Serve as the primary point of contact for client, liaising with the Quality Assurance Manager, to ensure the Claims team meets its KPIs
- Triage notifications from the client’s Risk and Security Managers and ensure that all matters are immediately allocated to a claims examiners
- Utilise effective management techniques to manage the team workload, priorities and performance, with a focus on compliance with client’s requirements
- Monitor claims performance and service deliverables to ensure service is at a high performance and consistent level measured against KPI’s in client’s service agreements, as well as internal guidelines
- Proactively review escalated claims and develop a claim strategy, seek alternative resolutions or escalate as appropriate, ensuring appropriate attention is paid to complex, high value claims and/or claims with potential client reputational risk
- Provide technical guidance to client and all other stakeholders on claim investigation, reserving evaluation and resolution of claims
- Evaluate, handle and adjust assigned high profile or complex claims
- Maintain and develop relationships with our client, insurers, stakeholders and third parties involved in the claim process
- Prepare reports and trend analysis for the client that is consistent with their service agreement
- Present quarterly and/or annual reviews
- Participate in peer review/audit process
- Attend client, insurer and other stakeholder meetings in compliance with client service agreements and KPI’s
- Provide risk and incident notification and claims management training to client and other stakeholders, as required
- Demonstrate excellent knowledge of the General Insurance Code of Practice, the Insurance Contracts Act and Privacy Act and remain current on tort reform and aware of impact on claims management strategies.

**We would like you to have**:

- Exhibit expertise and knowledge managing Liability claims at an insurer, law firm, in-house claims team or third-party administrator
- Sound technical knowledge of claims principals
- People leadership experience advantageous
- Superior relationship management skills with both internal team members and external stakeholders
- Ability to recognize and solve problems for clients and colleagues
- Excellent written and verbal communication skills
- Ability to work under pressure and meet deadlines

**About Marsh**:
**Marsh is an equal opportunity employer committed to embracing a diverse and inclusive work environment. We aim to attract and retain the best people regardless of their gender, marital/parental status, ethnic origin, nationality, age, background, disability, sexual orientation and gender identity.

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