Claims Operations Manager

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 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:

• 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

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

• 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 embrace hybrid working and welcome conversations about flexibility. 

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 peoples 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 [email protected]