We are seeking a senior claims leader to lead MetLife Australia’s Claims Operations and Transformation function. This role is accountable for the strategic leadership, operational performance, governance and continuous improvement of the Claims function, ensuring fair, timely and customer‑centric outcomes while balancing commercial sustainability, regulatory obligations and operational efficiency.

As Head of Claims Operations and Transformation, you will lead the end‑to‑end claims strategy, claims philosophy and claims operating model across individual and group insurance portfolios. You will partner closely with Distribution, Product, Underwriting, Customer Experience, Risk, Legal, Technology, AI and Reinsurance teams to deliver exceptional customer outcomes and support MetLife Australia’s strategic priorities.

This role acts as the executive owner of claims performance, claims governance, regulatory compliance, customer advocacy and industry representation, and also acts as the Product Owner for the claims digital platform,



reporting and AI solutions.

Key Responsibilities

Claims strategy and outcomes

- Develop and execute the Claims Strategy and operating model in line with MetLife Australia priorities and customer commitments.
- Ensure claims are managed fairly, consistently and in accordance with policy terms, legislation, regulatory obligations and MetLife’s Claims Philosophy.
- Maintain oversight of complex, high‑risk and vulnerable customer matters, with transparent escalation and governance pathways.
- Ensuring the Claims Recovery model supports claimants to achieve Return to Work or Return to Wellness outcomes

Operations, performance and governance

- Own claims service delivery performance, including service levels, quality, turnaround time, customer outcomes, workforce planning and budget management.
- Maintain robust claims governance, escalation and control frameworks f

📌 Head of Claims Operations and Transformation (City of Sydney)
🏢 MetLife Australia
📍 City of Sydney