Faith & Education Team Lead, Claims Operations

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