About the role
In this role, you will take ownership of claims operations and vendor partnerships, driving performance, quality outcomes, and continuous improvement. A core part of your remit will be leading initiatives that reduce manual processing through automation and digitisation, while ensuring strong governance and customer outcomes.
You will also play a key role in uplifting workforce capability through structured learning, knowledge management, and change enablement, building a confident, high-performing, and future-ready operations environment.
This is a unique opportunity to lead both capability enablement and operational excellence across all teams, ensuring high-quality, efficient and scalable claims delivery that enhances the experience for participants and providers.
Key responsibilities
Lead the performance and continuous improvement of claims operations, including 3rd party/vendor relationship management, SLA governance, and service quality
Drive claims automation and digitisation initiatives, improving straight-through processing (STP) and reducing manual handling
Partner with 3rd party providers to ensure strong operational delivery, risk controls, and consistent customer experience
Implement robust reporting, QA, and performance rhythms to optimise efficiency and quality outcomes
Identify and deliver process improvements across claims operations, using data and insights to drive decision-making
Lead capability uplift across teams through learning, coaching, and knowledge management frameworks
Support the successful delivery of change initiatives, ensuring smooth adoption across all operational teams
About you
We’re looking for a commercially minded and operationally strong leader with robust experience in distributed claims operations and vendor management, ideally within disability, insurance, health or service environments.
You will bring:
Proven experience managing claims functions and strategic partnerships
Demonstrated success in claims automation, process optimisation, or digitisation initiatives
Strong commercial and operational acumen, with the ability to balance cost, quality, and customer experience
Experience driving performance outcomes in complex, distributed teams
Excellent stakeholder management skills, with the ability to influence both internal leaders and external partners
A data-driven mindset, with strong analytical capability and a focus on measurable outcomes
Desirable:
Experience in continuous improvement methodologies (Lean, Six Sigma)
Exposure to change, learning or capability uplift programs
Background in disability, insurance or claims environments
About nib Thrive
nib’s vision is better health and wellbeing for all Australians. We know there are few greater opportunities for us to have a meaningful social impact than in keeping people healthy, and now, in supporting people with disabilities. We plan to do this through innovative, human and digital solutions to make a difference to people who seek convenience, accessibility and inclusion.
nib Thrive is the National Disability Insurance Scheme (NDIS) business for the nib Group. In November 2022, nib acquired its first registered NDIS Plan Manager, since then we have continued to grow. We are now House of Brands who all operate as part of the nib Thrive family. nib Thrive currently supports over 40,000 participants with managing their plan.
Diversity, equity and inclusion
We embrace a flexible working environment and welcome candidates who reflect the diversity of the communities in which we operate. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members to apply for open roles.
nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us at [email protected]
Working at nib
Our hybrid working model offers flexibility to work from home or our purpose-built office Hubs, designed for focus, connection, and collaboration. We’re committed to coming together with purpose.
Other benefits to support you at work (and play) include:
New starter benefit to help set up a functional home workspace
50% discount on employee health insurance + 35% off travel insurance
The opportunity to give back to the community through paid leave for volunteering through nib foundation
Access to our nib Well Program and corporate fitness discounts
Access to employee share plans, short-term incentive program and life and salary continuance insurance benefits
18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees
The fine print
All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. All successful applicants will be required to obtain and hold valid NDIS clearances, including a valid working with children check as per nib’s NDIS Workforce Policy.
We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.
nib Group Melbourne, Victoria, AUS Office
Level 9, 595 Collins Street,, Melbourne, Victoria , Australia, 3000
