Claims Operations Manager

McMillan Shakespeare; Melbourne; On-site; AUD 100,000 - 130,000; Full time

Job summary

A leading company in Australia is seeking a Claims Operations Manager to oversee claims processing and lead a team of 80 staff. The role focuses on efficiency, accuracy, and strategic direction within the National Disability Insurance Scheme. You will implement process improvements and engage with stakeholders to ensure a positive experience for customers.

Benefits

Novated leasing benefits and discounts

12 weeks paid parental leave

Comprehensive learning and development opportunities

Sonder digital wellbeing platform

Default Income Protection Insurance

Exempt Employee Share Plan

Qualifications

• At least 5 years’ experience managing a claims processing function.
• Skilled leadership experience with a track record of motivating teams.

Responsibilities

• Oversee claims processing, ensuring efficiency and adherence to regulations.
• Manage, support, and develop teams to enhance productivity.

Skills

Leadership

Time Management

Customer Engagement

Job description

Add expected salary range to the job description to provide transparency for applicants.

At MMS, our purpose is clear: To make a difference to people's lives. Guided by this commitment, we offer tailored solutions to clients and customers across our businesses in Australia and New Zealand.

Our vision is to be your trusted partner, simplifying complexities and turning challenges into opportunities. Our diverse services – from salary packaging and fleet management to disability support – aim to enhance your financial wellbeing and empower your aspirations.

In your Claims Operations Manager role, you will be responsible for managing the operational flow of claims processing within Plan and Support Services (PSS).

You will lead and develop a team of approximately 80 staff with 6 direct reports across 3 locations.

Your role will focus on ensuring efficiency, accuracy, and timeliness in processing claims for participants/customers under the National Disability Insurance Scheme. You will provide strategic direction, implement process improvements, and manage workforce resources effectively while fostering engagement with internal and external stakeholders.

You will develop and implement key initiatives aligned with the PSS Strategic Plan to deliver a market-leading service and provide a positive experience for our customers and business partners.

The Role:

• Operations & Compliance: Oversee claims processing, ensuring efficiency and adherence to regulations.
• Team Leadership: Manage, support, and develop teams to enhance productivity and service quality.
• Stakeholder Collaboration: Work closely with internal teams and senior leadership to align strategies.
• Customer Service & Risk Management: Resolve complaints, handle complex claims, and mitigate risks.
• Strategic Planning & Improvement: Drive performance enhancements and develop scalable business plans.
• Culture & Workforce Development: Foster a positive workplace, recruit, train, and mentor future leaders.

You will bring:

• At least 5 years’ experience managing a claims processing function
• Skilled leadership experience with a track record of motivating teams to achieve goals, deliver excellent service, and exceed customer expectations.
• Strong knowledge of NDIS and the disability sector, including trends and commercial developments (advantageous but not essential)
• Industry expertise with the ability to engage customers at all levels and translate their needs into effective solutions
• Sound planning, organising, and time management capabilities with a strong sense of urgency.
• The ability to prioritise multiple, conflicting priorities and work to tight deadlines.

What we can offer you:

• Novated leasing benefits and discounts
• 12 weeks paid parental leave and access to our Parents Portal
• Comprehensive learning and development opportunities to support your career growth
• Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
• Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
• Exempt Employee Share Plan

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability, to apply.

Please note only shortlisted applicants will be contacted. All successful candidates will undergo a National Police check, credit checks, and must provide a valid Working with Children check.

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With eight brands across the employee benefits, fleet management, and disability support industries, MMS employs around 1,300 people in Australia and New Zealand.

Established in 1988, MMS pioneered salary packaging in Australia and has grown from a small family business to the ASX-listed house of brands we are today.

At MMS, we're proud of our history, our heart, and our commitment to making a difference to people's lives. We care because people matter. We collaborate because the greatest achievements are made together, and we continuously create because some of the best innovations have yet to be imagined.

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