Senior Claims Operations Manager

Plan Partners; Sydney; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Parental leave

Learning & development

Wellbeing platform

Income protection

Share plan

Hybrid work

Job summary

MMS is seeking a Senior Claims Operations Manager to oversee the operational flow of claims processing within Plan and Support Services (PSS). You will lead a team of about 80 staff across 3 locations, ensuring efficiency, accuracy and timeliness in processing National Disability Insurance Scheme claims.

You will implement strategic initiatives, manage workforce resources, collaborate with stakeholders and drive scalable improvements while fostering engagement and a positive culture.

Qualifications

• At least 5 years’ experience managing a claims processing function.
• Proven leadership track record of motivating teams to achieve goals and deliver excellent service.
• Knowledge of NDIS and the disability sector is advantageous but not essential.
• Ability to engage customers at all levels and translate needs into effective solutions.
• Strong planning, organising and time management capabilities with a sense of urgency.
• Ability to prioritise multiple, conflicting priorities and meet tight deadlines.

Responsibilities

• Oversee claims processing and ensure efficiency and regulatory compliance.
• Lead, support and develop teams to enhance productivity and service quality.
• Collaborate with internal teams and senior leadership to align strategies.
• Resolve complaints, handle complex claims and mitigate risks.
• Drive performance improvements and develop scalable business plans.
• Foster a positive workplace, recruit, train and mentor future leaders.

Skills

Leadership

Claims processing

Stakeholder collaboration

Time management

Strategic planning

Job description

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 Senior 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 approx. 80 staff with 6 direct reports in 3 locations.

Your role will focus on ensuring efficiency, accuracy, and timeliness in processing claims for participants/customers with a National Disability Insurance Scheme. You will provide strategic direction, implement process improvements, and manage workforce resources effectively while fostering engagement with both 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 will be advantageous but is 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:

• Strong culture and the support of a values-based recognition program
• Novated leasing benefits and discounts
• 12 weeks paid parental leave
• 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
• Volunteer leave & Career break
• MMS Rewards program
• We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.
• We value the skills and attributes veterans can bring to our organisation.
• We embrace hybrid working and welcome conversations about flexibility.

Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at [e-mail]