Claims Management Team Leader
- Lead and support a team of Case Managers in claims management.
- Ensure compliance with workers'' compensation legislation and organisational policy.
- Promote a customer-focused culture and oversee resolution of escalated queries.
Our client is one of the most significant private-sector employers in the country, supporting over 200,000 team members nationally.
About the opportunity
This is a rare opportunity to step into a pivotal leadership role within a business genuinely committed to Human-Centric Care, moving beyond compliance to deliver purpose-led outcomes that place people at the heart of their recovery journey.
Reporting directly to senior leadership within the Workers Compensation function, you will lead and support a team responsible for driving consistent, high-quality claims outcomes across a complex self-insurance portfolio, while working closely with a third-party administrator.
About you
You are a subject-matter expert in VIC Workers Compensation with proven leadership experience gained within a self-insured organisation . You bring strong interpretation and application of workers' compensation legislation and regulations, and you're ready to hit the ground running in a fast-paced remediation and stabilisation program.
Responsibilities and Duties
- Lead, coach, and support a team of Case Managers to ensure accurate, timely, and compliant claims decisions
- Provide expert technical guidance on complex and challenging claims
- Promote consistency and quality in claims decision-making through regular case reviews and team oversight
- Monitor and drive delivery of remediation plans to improve claims management compliance
- Maintain comprehensive, accurate documentation to support decision-making and audit readiness
- Champion a customer-focused culture across the team, ensuring injured workers and employers are treated with empathy, respect, and transparency
- Oversee resolution of escalated queries, complaints, and disputes, ensuring timely and appropriate outcomes
- Ensure strict team-wide compliance with workers' compensation legislation, self-insurance requirements, and organisational policy
- Maintain up-to-date knowledge of relevant legislative and regulatory changes and cascade this to the team
- Identify potential risks within claims and lead mitigation strategies
- Support audits and quality assurance reviews of processes and systems of work
- Foster a positive, supportive team culture built on open communication, shared learning, and collective accountability
- Develop and deliver training and coaching to ensure the team is well-versed in current legislation and best practice across claims management, customer service, and compliance
Required Skills and Experience
- Essential: Previous experience working within a self-insured organisation
- Minimum 5 years' experience in workers' compensation case management, with demonstrated people leadership or team leader experience
- Strong analytical and problem-solving skills, with the ability to interpret complex information and provide clear, evidence-based guidance
- Excellent written and verbal communication skills, with the ability to influence and engage across all levels
- Strong leadership, coaching, and mentoring capability
- Sound IT literacy across Microsoft and Google ecosystems, with exposure to multiple claims systems and reporting platforms
- Demonstrated experience managing complex claims and interpreting relevant legislation and regulatory frameworks.
How to apply
For more information, please apply directly via the link with your resume. For additional inquiries, contact Jo Retallick at 0482 076 255
Thank you for your interest, we look forward to receiving your application!
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