Manager Claims Outcomes (Improvement and Uplift)
$136,000 - $176,000 + 12.75% super + hybrid work
WorkCover is evolving, and so is how we manage, support, and deliver for injured workers and employers across the state. With renewed strategic focus, now is the time to reimagine how we optimise claims performance, build lasting capability, and shape sustainable return-to-work outcomes that support injured workers’ recovery and return to work.
As Manager Claims Outcomes, you’ll be at the forefront of this evolution, playing a critical role in strengthening the effectiveness of our claims function and setting the foundation for long-term success. You’ll lead the design, implementation, and continuous refinement of initiatives that improve operational claims performance, reduce liability, and deliver more timely, consistent, and positive outcomes for customers.
This is a high-impact role that will shape how WorkCover delivers best practice claims management across the enterprise. You’ll provide strategic direction, expert insights, and evidence-based recommendations that strengthen return-to-work outcomes, uplift performance, and ensure alignment with regulatory and customer expectations.
You’ll work closely with Claims leaders, Enablement, Quality Assurance, and other partners to embed consistent, high-quality case management practices. Your leadership will support improved capability, governance, and continuous improvement across all regions and claim types.
In this role, you’ll:
Provide strategic advice and expert analysis to drive uplift across the Claims function.
Lead targeted initiatives (e.g. claim allocation and queue management strategies) that improve return-to-work outcomes and reduce claim duration and liability.
Develop and embed service standards aligned with regulatory, operational, and customer needs.
Partner across the business to align policy, process, and practice in claims delivery.
Establish an internal claims service level standard framework and ensure its fit for purpose and align with operational, legislative and regulatory requirements.
Monitor trends and developments to ensure progressive and compliant practices.
Build claims capability through coaching, reporting, and a culture of continuous improvement.
A bit about you:
You’re a strategic change and influential leader who empowers teams, embeds best practices, and drives continuous improvement through insight and action. You understand what best practice looks like and know how to embed it across complex environments. With a sharp analytical mindset and a strong customer focus, you’re skilled at translating insights into action and leading sustainable change at scale.
You’ll bring:
Extensive experience in insurance claims operations, with a strong focus on driving best claims practices and continuous improvement
A strong track record in performance uplift, process improvement, and capability development
Deep knowledge of claims compliance, risk, and regulatory frameworks
Exceptional analytical skills and the ability to translate insights into action
Proven ability to manage and influence a wide range of internal and external stakeholders
A collaborative leadership style, with experience leading cross-functional teams
Success working in ambiguity, fast-paced, high-volume environments with shifting priorities
A degree in business, insurance, or a related field (or equivalent experience)
A bit about us
The Claims Management team at WorkCover is at the heart of our service delivery, helping injured workers recover and return to work while supporting Queensland businesses. We are passionate about improving outcomes and delivering services that make a real difference.
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 of no more than two pages, outlining your suitability for the role, including your leadership experience, insurance claims operations achievements, and how your values align with ours.
Applications close at 5PM, Monday 4th of August.
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, Education Check, Reference Check and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld).
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.
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WorkCover Queensland is a government owned statutory body, providing workers' compensation insurance in Queensland since 1997. A self-funded statutory authority, we strive to maintain Australia’s lowest average premium rate by continuously investing in efficient online customer services, experienced in-house claims management capability and sustainable premium and return to work outcomes for employers and injured workers.
We are a customer focused insurer and aim for insurance excellence. Despite it being mandatory for all Queensland employers to hold a WorkCover accident insurance policy (unless employers hold a self-insurance licence), WorkCover is committed to providing a customer experience and value propositions that are equal to or better than commercial insurers.
Source: This is an extract from the company's own website.
WorkCover Queensland is a government owned statutory body, providing workers' compensation insurance in Queensland since 1997. A self-funded statutory authority, we strive to maintain Australia’s lowest average premium rate by continuously investing in efficient online customer services, experienced in-house claims management capability and sustainable premium and return to work outcomes for employers and injured workers.
We are a customer focused insurer and aim for insurance excellence. Despite it being mandatory for all Queensland employers to hold a WorkCover accident insurance policy (unless employers hold a self-insurance licence), WorkCover is committed to providing a customer experience and value propositions that are equal to or better than commercial insurers.
Source: This is an extract from the company's own website.
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