Claims Management Team Lead

4 weeks ago

Docklands, Victoria, Australia MLC Limited Full time
About the Role

We are seeking an experienced Claims Management Team Lead to join our team at MLC Limited. As a key member of our Claims team, you will be responsible for leading a team of claims professionals to manage a portfolio of Retail claims.

Your focus will be on delivering an exceptional customer experience, improving claim duration, and driving business results. You will work closely with our Case Managers to support our customers during their time of need and help them navigate the claims process.

Key Responsibilities
  • Lead a team of claims professionals to manage a portfolio of Retail claims
  • Develop and implement an effective operating rhythm with the case management teams to identify, take ownership of, and manage the complex claim portfolio
  • Effectively manage the Lifecycle of claims
  • Deliver the customer experience in line with our claims philosophy and guidelines
  • Achieve service levels by planning and forecasting volumes and demand (based on analysis of trends and issues)
  • Identify and implement efficiencies based on findings
  • Ensure quick and fair resolution to any complaints/escalations, expressions of dissatisfaction, and internal dispute resolutions
About You

To be successful in this role, you will need to have a minimum of 15 years' experience as a Life Insurance Specialist with at least 5 years' leadership experience. You will also need to have extensive understanding of Life Insurance Industry and of Life Insurance Claims Regulations and Obligations.

You will be a demonstrated technical claims expert in Life Insurance, with relevant policy and legal tests. A Qualifications in Life Insurance Cert IV (Claims or Underwriting) is desirable, as is experience working in a highly collaborative environment and Medical Terminology certificate and/or similar medical qualification.

What We Offer

We offer a supportive, inclusive, and flexible team culture, including hybrid working. We support your growth and development, and careers across our business units and teams that are as unique as our people. We reward and celebrate our successes, through our incentive and recognition programs. We offer tools, resources, and benefits to support your wellbeing, including additional lifestyle leave and our Family Life hub.

We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our sustainability commitments.

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