Technical Claims Leader

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The purpose of this role is to provide a high level of claims management services to clients and brokers through consulting, advisory, advocacy and negotiation. The role will work across Risk Managed, Corporate, Commercial and Affinity claims. The successful candidate will apply well developed technical expertise, account management and business development capabilities to achieve agreed business objectives as well as acting a mentor to colleagues. This is a hybrid role based in Australia requiring at least three days in the office per week.

Responsibilities

• Serve as the primary point of contact for technical issues within the team, providing expert guidance and support.
• Train and mentor new team members, ensuring they receive a comprehensive introduction to the company and claims processes.
• Manage moderate to high complexity claims, liaising with clients, insurers, and external providers to ensure effective resolution.
• Drive contract negotiations and manage client relationships, addressing service issues and preparing routine and ad hoc reports.
• Identify opportunities for efficiency improvements within the unit and coordinate the implementation of initiatives.
• Development & training register – listing all the training for the year and those that attended.
• Monitor and manage the feedback register – monthly report on complaints, issues & feedback and any trends.
• Audits – monthly claims handler; audits & reporting – Express claims; monitor opportunities and those that have been express settled within the SLA and those not, improvements, training, etc.
• Trend Audits – quarterly (as per example provided).
• NPS data – weekly review of feedback; for claims with rating 1-5, audit claim, contact client and provide feedback on issue and / or coaching; monitor monthly & quarterly trends and celebrate successes.
• Data Quality – monitoring and providing feedback and coaching on improvement and efficiency, including correct use of cause codes, location hierarchy, complexity field, financials, notes, and completion of 360 feedback.

Qualifications

Desirable experience

Marsh, a business of Marsh McLennan (NYSE : MMC), is the world’s top insurance broker and risk advisor. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses : Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow on LinkedIn and X.

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.

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