Manager Knowledge Services

WorkCover Queensland; City of Brisbane; Hybrid; AUD 60,000 - 80,000; Full time

Job summary

A leading workers' compensation insurer in Queensland is seeking a Manager Knowledge Services to establish and manage a new enterprise-wide knowledge function. In this role, you will lead a team, oversee the lifecycle of knowledge content, and collaborate with diverse stakeholders to ensure information is clear, accurate, and accessible. You will drive knowledge management practices to enhance decision-making and customer experience within the organization.

Benefits

Personalised learning and development opportunities

Health and wellbeing support

Industry competitive salaries

Generous superannuation scheme

Qualifications

• Strong leader with experience in guiding knowledge services teams.
• Ability to translate strategic knowledge management into actionable initiatives.
• Experience ensuring knowledge content is user-friendly and accurate.
• Operational expertise in governance and compliance.
• Technical skills in reporting tools and digital workflows.

Responsibilities

• Lead knowledge services team and manage quality of knowledge content.
• Embed knowledge management practices for better customer experience.
• Collaborate with various stakeholders to enhance knowledge sharing.

Skills

People leadership

Stakeholder engagement

Knowledge management strategies

Analytical proficiency

Content lifecycle management

Education

Relevant tertiary qualification (Legal, Business, Communications, Journalism)

Job description

Join a team that builds solutions that matter

At WorkCover Queensland our vision is to be the best worker’s compensation insurer, to make a positive difference to people’s lives and to keep Queenslanders working. Our flexible work environment allows you to be your best every day and contribute to the big picture.

Our organisation is made up of individuals who collaborate and seek to engage others, working together as One Team. We embrace diversity and value people who bring personal energy and authenticity to everything they do. If you’re someone with a strong values-oriented compass and you want to achieve sustainable outcomes, you will find a great community at WorkCover.

About the Opportunity: Manager Knowledge Services

WorkCover Queensland is transforming how we connect people with knowledge, creating clarity, consistency, and confidence in how information is accessed and shared across the organisation. We’re building a future where the right information is available at the right time, empowering our people to give the right advice. This transformation will enable faster, more consistent, and more confident decision-making for our customers and frontline teams, while strengthening our business through reduced risk, improved compliance, and a scalable, future-ready foundation for our 2030 vision.

Reporting to the Head of Customer Quality Assurance, this newly created role of Manager Knowledge Services will lead the establishment, delivery, and ongoing management of WorkCover’s new enterprise-wide knowledge capability. This is a build-and-run leadership role, leading a small Knowledge Services team and working collaboratively with business and technology partners to deliver a sustainable and impactful knowledge management solution.

You’ll be responsible for leading the team and managing the quality of knowledge content developed and hosted within the enterprise knowledge function. You’ll oversee the lifecycle of content, from creation and review, to approval, ensuring it meets organisational standards, supports governance requirements, and enables customer advocacy and operational excellence. You’ll work closely with stakeholders across the organisation, including customer-facing teams, Learning and Development, Digital and Technology, Communications, Risk, and Transformation Delivery. You will embed knowledge management practices that ensure information is accurate, easy to access, understandable for all audiences, and designed with the customer experience in mind.

A bit about you:

You’re a collaborative, forward-thinking leader who understands the power of knowledge to transform how people work. This role involves high-level collaboration across the organisation, requiring strong stakeholder management and influencing skills to embed knowledge management practices that drive consistent, confident advice. You also bring:

• Demonstrated people leadership, with a track record of guiding knowledge services teams to deliver high-quality, accessible knowledge while fostering engagement, growth, and a values-aligned, high-performing culture.
• Proven ability to translate strategic knowledge management priorities into actionable initiatives, embedding effective knowledge practices across the organisation and leveraging experience from previous Knowledge Management transformations to deliver measurable outcomes.
• Experience leading and guiding knowledge content, ensuring it is clear, concise, user-friendly, accurate, and aligned to organisational objectives for both internal and external audiences.
• Strong stakeholder engagement and influencing skills, with experience partnering across all levels of the organisation, including frontline teams, senior leaders, executives, and subject matter experts.
• Operational expertise in knowledge content lifecycles, governance, and compliance, ideally in regulated environments.
• Technical and analytical proficiency, leveraging technology, reporting tools, and digital workflows to deliver knowledge management and operational communication outcomes, turning complex information into actionable insights.
• Relevant tertiary qualification (e.g., Legal, Business, Communications, Journalism) or demonstrated equivalent professional experience.

A bit about us:

Working in a collaborative team environment within a supportive and engaged organisation, you’ll enjoy a hybrid work model, access to personalised learning and development opportunities and the holistic support of our health and wellbeing program. We offer industry competitive salaries, a generous superannuation scheme (including co-contribution) and study assistance. You can find out more about our Employee Benefits by visiting Working at WorkCover Qld.

How do I apply?

Please submit your resume and a covering letter outlining your motivations and suitability for the role. Applications close at 9AM, Monday 24th November. To be considered, all applications must be formally submitted through the 'Apply' link.

For more information about the role, including remuneration, please contact Angela Ng, Senior Talent Specialist via [e-mail]

We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.

Pre-employment checks will be conducted on all prospective employees. This will include a Right to Work in Australia Check, Police Check, Employment Verification Check, Reference Checks and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld).

Agencies Please Note: WorkCover does not accept unsolicited resumes from agencies and will not be liable for related fees. All recruitment is managed internally. Agencies must not represent or promote WorkCover roles without prior written authorisation.