Technical Claims Leader

Full job description
We are seeking a talented individual to join our Marsh team as a Technical Claims Leader. This role can be based anywhere in Australia. This is a hybrid role that has a requirement of working at least three days a week in the office.

Technical Claims Leader

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.

We will count on you to:

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; to 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. Claims with rating 1-5, audit claim, contact client and provide feedback on issue and/or coaching. Monitoring monthly quarterly trends. Celebrating successes.

Data Quality – monitoring and providing feedback and coaching on improvement and efficiency, i.e. using cause codes correctly, location hierarchy, complexity field, financials, notes, completion of 360 feedback etc.

What you need to have:

Professional accreditation as a Tier 1 or Senior Associate member of ANZIIF.

A Diploma in Financial Services or a Bachelor’s degree, with ongoing studies towards a Graduate Diploma in Financial Services.

Strong client service orientation with the ability to develop and sustain productive client relationships.

Excellent communication skills, both written and verbal, with the ability to adapt messages for various audiences.

Proven experience in claims management and technical advisory roles.

What makes you stand out:

Experience in training and developing others, with a focus on building team capabilities and succession planning.

A proactive approach to identifying and addressing learning needs and trends within the division.

Strong analytical skills with the ability to interpret claims history data and provide actionable insights.

A track record of driving results and maintaining high standards of quality in work performance.

Familiarity with industry changes and a network that supports new business opportunities.


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. Read more