Claims Operations Manager

Medical Indemnity Protection Society Ltd; City of Melbourne; Hybrid; AUD 130,000 - 180,000; Full time

Benefits offered by this job

Hybrid work

Wellbeing leave

Volunteer leave

Remote work from Australia

Education assistance

Professional memberships

Go1 courses access

Wellbeing program

Novated leasing

Fresh fruit

Job summary

Medical Indemnity Protection Society (MIPS) is seeking a Claims Operations Manager in Melbourne or Brisbane. You will oversee the end-to-end operating rhythm of the Claims function, driving performance, governance, reporting and workforce planning while collaborating with risk, compliance and finance teams to deliver member-centric outcomes.

You will use data insights to identify issues, drive action and lead continuous improvement initiatives that enhance efficiency, quality and control across

Qualifications

• Experience in claims operations or insurance operations in a regulated environment.
• Strong capability in workload, service levels and performance management.
• Ability to interpret data, identify trends and drive practical actions.
• Understanding of governance, risk and control frameworks.
• Experience managing third-party providers and keeping spend in check.
• Proven track record leading and embedding change in processes or systems.
• People leadership experience including performance management and workforce planning.
• Excellent stakeholder management with senior leaders and external partners.
• Demonstrates a practical, curious, action-oriented mindset to improve how things work.

Responsibilities

• Own end-to-end operating rhythm of the Claims function including governance, reporting and workforce needs.
• Monitor volumes, workloads, service levels and performance using data-driven insights.
• Strengthen the control environment through governance, quality and remediation of gaps.
• Oversee internal, external and regulatory reporting for accuracy and usefulness.
• Manage performance of legal panel firms and other providers.
• Lead continuous improvement to enhance efficiency, quality, controls and member outcomes.
• Support implementation of new processes and systems with training and SOPs.
• Provide day-to-day people leadership and workforce planning.
• Build partnerships across Claims, Risk & Compliance, Finance and Data.

Skills

Claims operations

Insurance operations

Data literacy

Governance & controls

Third-party management

Process improvement

People leadership

Stakeholder management

Strategic mindset

Job description

Medical Indemnity Protection Society – Melbourne VIC

An exciting opportunity has become available for a Claims Operations Manager to join MIPS in Melbourne or Brisbane.

This is a pivotal role at the center of our Claims function, connecting strategy with day-to-day delivery and helping ensure our people, processes, data and external partners are working together effectively.

As Claims Operations Manager, you’ll oversee the operating rhythm of Claims, bringing together operational performance, governance and controls, reporting and insights, legal panel performance, workforce planning and continuous improvement. This is a hands‑on opportunity for someone who enjoys getting into the detail, understanding what the data is telling them and turning those insights into meaningful action.

What You’ll Be Doing

• Own the end-to-end operating rhythm of the Claims function, connecting operational delivery, governance, reporting and workforce requirements.
• Monitor claims volumes, workloads, service levels and operational performance, using data and insights to identify emerging issues and drive action.
• Strengthen the Claims control environment through effective governance, assurance, data quality and remediation of control gaps.
• Oversee internal, external and regulatory reporting, ensuring information is accurate, meaningful and supports effective decision-making.
• Manage the performance of legal panel firms and other third-party providers, including service, quality and spend.
• Lead continuous improvement initiatives that strengthen efficiency, quality, controls and member outcomes.
• Support the successful implementation and embedding of new processes, systems and ways of working, including training and maintaining SOPs and operational frameworks.
• Provide day-to-day people leadership and workforce planning to support capability, performance and operational continuity.
• Build strong partnerships across Claims, Risk & Compliance, Finance, Data and other areas of MIPS

About You

You’re an experienced claims or insurance operations professional who understands how a complex operational function works end to end. You’re comfortable moving between the bigger picture and the operational detail and you’re someone who doesn’t just identify an issue, but takes ownership of what happens next.

You’ll bring:

• Demonstrated experience in claims operations, insurance operations or a similar regulated operational environment.
• Strong operational management capability, including workload, service level and performance management.
• Strong data literacy, with the ability to interpret reporting, identify trends and translate insights into practical action.
• A sound understanding of governance, risk and control frameworks.
• Experience managing third-party providers, ideally including performance, quality and spend management.
• Demonstrated experience leading and embedding process, system or operational change.
• People leadership experience, including performance management, coaching and workforce planning.
• Strong stakeholder management skills and the confidence to work effectively with operational teams, senior leaders and external partners.
• A practical, curious and action-oriented mindset, with a genuine drive to improve how things work.

Experience in medical indemnity isn’t essential. We welcome candidates from life insurance, general insurance and other complex claims environments who bring strong operational capability and are keen to apply their experience in a member-focused organisation.

At MIPS, you’ll do meaningful work that helps protect healthcare professionals so they can focus on caring for others. As a not-for-profit organisation, we offer broad exposure across functions, genuine influence, direct access to leaders and the opportunity to shape your own growth from day one.

We believe you are more than just your job title. Our flexible, hybrid approach empowers you to work your way, with flexibility that respects your life, not just your diary. Wellbeing is woven into the rhythm of work, creating an environment where you can own your work, grow your career and feel good while making a real difference.

What We Offer

• Hybrid and flexible working arrangements that support the way you work best.
• One dedicated wellbeing leave day each year, in addition to your annual leave entitlements.
• Additional purchased leave to help you create the work-life balance that suits you.
• Paid volunteer leave so you can give back to your community.
• Opportunities to work remotely from anywhere in Australia for up to two weeks each year.
• Tailored career, leadership and talent development programs, plus access to Go1’s extensive library of online courses for personal and professional growth.
• Education assistance to support further study aligned with your role and career aspirations.
• Paid professional memberships and subscriptions.
• A year-round wellbeing program beyond an EAP, including complimentary seated massages, annual flu vaccinations, health and skin checks and wellbeing events designed to support you.
• Fresh fruit provided regularly in the office to keep you fuelled throughout the week.
• Novated leasing options and discounted health insurance.

Why MIPS? At MIPS, we protect healthcare professionals so they can focus on caring for others. Our ambition is to be an industry leader in member-first protection, advice and support.

We live by our values:

Working together | Have fun | Own it | Make a difference | Embrace challenge