Job Description
MAYDAY Recruitment is seeking a Claims & Relationship Managerto joina growing and highly respected underwriting agency operating within the Australian general insurance market.
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This is a unique opportunity for an experienced claims professional who enjoys stakeholder management, relationship building, and influencing outcomes rather than managing a traditional claims portfolio. Acting as the key link between brokers, insurers and external claims providers, you will play a pivotal role in ensuring claims are progressing effectively while delivering exceptional service to key partners.
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Working closely with senior leadership, this roleoffers significant exposure to broker networks, insurer partners and claims service providers across the market.
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What's in it for you?
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Full-time permanent role based in Sydney with hybrid working arrangements
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Salary: $115,000 - $135,000 plus super, depending on experience
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Highly visible position with direct exposure to executive leadership
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Chance to influence claims outcomes without managing a personal portfolio
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Strategic stakeholder management role across brokers, insurers and TPAs
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Exposure to complex and escalated claims matters
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Opportunity to drive service improvements and claims performance
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Growing business with strong market reputation and ambitious growth plans
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Collaborative and supportive leadership team
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Competitive salary package aligned with experience
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Main responsibilities include:
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Act as the primary escalation point for brokers experiencing claims issues or service concerns
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Manage escalated claims matters and provide support on complex claims situations
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Handle complaints and Internal Dispute Resolution (IDR) matters
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Liaise with external Third Party Administrators (TPAs) and claims providers to ensure claims progress appropriately
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Build and maintain strong relationships with brokers, insurer partners and claims service providers
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Monitor claims performance and identify opportunities for improved customer and broker outcomes
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Influence claims providers where stronger action or intervention is required
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Ensure clear communication between all stakeholders throughout the claims process
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Support insurer and capacity partner relationships by providing confidence around claims outcomes and service delivery
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Contribute to claims strategy, service standards and continuous improvement initiativesProvide insights on claims trends, broker feedback and operational performance
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The ideal candidate:
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5+ years' experience within general insurance claims
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Strong technical claims knowledge across property, liability or motor lines
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Experience handling escalated claims, complaints or dispute resolution matters
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Excellent stakeholder management and relationship-building skills
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Experience working with brokers, insurers, underwriting agencies or TPAs
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Strong understanding of Australian insurance regulations, AFCA and IDR requirements
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Commercially minded with the ability to balance customer outcomes and business objectives
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Confident communicator with the ability to influence senior stakeholders
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Looking to move into a more strategic, relationship-focused claims role
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📌 Senior Claims & Relationship Manager (New South Wales)
🏢 MAYDAY Recruitment Group - Winner Outstanding Agency 2023
📍 New South Wales