Senior Manager, Group Claims - HostPlus

Job description

Description and Requirements The Senior Manager, Group Claims is responsible for leading the delivery of exceptional claims outcomes for one of MetLife Australia's Group Insurance clients. The role provides strategic and operational leadership to a team of claims professionals, ensuring claims are managed fairly, efficiently and in accordance with legislative, regulatory and policy requirements. The Senior Manager is accountable for customer outcomes, operational performance, risk management, stakeholder engagement and people leadership.

Key Accountabilities

Claims Leadership & Service Delivery Lead and manage the end-to-end delivery of Group Claims services for one of MetLife Australia’s Group Insurance clients. Ensure fair, timely and policy-aligned claim decisions Maintain oversight of complex, sensitive and high-risk claims matters. Drive strong service, quality and customer outcomes Ensure effective claims governance and oversight. Deliver fair and sustainable claims outcomes People Leadership & Capability Lead, coach and develop a team of claims professionals.

Foster a high-performance team culture Drive employee engagement, capability development and succession planning. Provide clear performance expectations, coaching and feedback. Foster an inclusive and psychologically safe working environment. Customer & Stakeholder Management Build strong relationships with key internal and external stakeholders. Manage escalated customer concerns and complaints professionally and effectively.

Represent the Claims function in strategic business initiatives and governance forums. Risk, Compliance & Governance Ensure compliance with regulatory and governance requirements. Maintain effective risk management practices across claims operations. Identify and proactively address operational, conduct, regulatory and reputational risks. Support internal audit, compliance reviews and risk assessment activities. Promote ethical decision-making and sound judgement across the team.

Innovation, Data & AI Enablement Champion the use of digital tools, data insights and emerging technologies to improve customer outcomes and operational effectiveness. Support the responsible and ethical adoption of AI-enabled tools in accordance with company policies, governance standards and regulatory requirements. Encourage the team to leverage technology and data-driven insights to enhance productivity, consistency and decision-making.

Foster a culture of continuous learning, innovation and adaptability.

Experience & Qualifications

Required Extensive experience in life insurance, group insurance or claims management. Demonstrated success leading large operational teams within a complex environment. Proven experience managing complex claims portfolios and sensitive customer matters. Strong stakeholder management and influencing skills. Experience leading change, business improvement and operational excellence initiatives. Strong understanding of risk management, governance and regulatory requirements.

Preferred Tertiary qualification in Business, Insurance, Law, Health or a related discipline. ANZIIF or other relevant insurance qualifications. Experience leading transformation, digital or customer experience initiatives. Key Capabilities Leadership Strategic thinking and business acumen. Strong people leadership, coaching and talent development capability. Ability to lead through change and ambiguity. Excellent communication and stakeholder management skills.

Resilience, sound judgement and decision-making capability. Technical & Operational Strong knowledge of Group Insurance claims management. Understanding of claims governance, legislation and regulatory obligations. Experience managing complex, high-value or sensitive claims matters. Strong operational management and service delivery capability. Digital & AI Fluency Demonstrates AI fluency and embraces emerging technologies to improve outcomes.

Confidently leverages digital tools, data and AI-enabled solutions to improve productivity, decision-making and customer outcomes. Understands the opportunities, risks and governance considerations associated with AI and technology adoption. Encourages teams to use technology responsibly while maintaining human judgement, empathy and accountability in decision-making. Continuously develops digital capability and promotes a culture of learning and innovation.

Success Measures Customer satisfaction and customer outcome measures. Claims quality, service and productivity performance. Employee engagement and team capability outcomes. Risk, compliance and audit results. Delivery of strategic and continuous improvement initiatives. Successful adoption of digital and AI-enabled solutions that enhance efficiency and effectiveness.