WorkCover Queensland is entering an exciting new chapter, with a renewed strategic focus and strong executive leadership guiding our organisation's 2030 Strategy. We're embarking on an enterprise-wide transformation that will enable us to continue making a positive difference to people's lives and keep Queenslanders working.

Leading Claims Enablement & Assurance Across WorkCover

This role ensures the organisation has the performance frameworks, and quality assurance systems required to deliver consistent, compliant, and high-quality customer outcomes. It integrates workforce planning, performance management, customer complaints, remediation and quality assurance into a cohesive framework that drives continuous improvement, operational excellence, and customer advocacy.

Leading a team of specialists, your key accountabilities include:

• Setting strategic direction for performance measurement, workforce planning, and operational reporting across the Claims Group, providing data-driven insights and recommendations to senior leadership
• Leading the end-to-end complaints management strategy and governance, driving best-practice complaint handling, systemic issue resolution, and continuous improvement
• Providing strategic oversight of the Claims Quality Assurance framework - including benchmarks, metrics, evaluation criteria, and governance - ensuring alignment to business, customer, and regulatory requirements
• Partnering with Risk and business leaders to drive remediation outcomes, strengthen controls, and embed corrective actions that prevent recurring issues

What You Bring

• Tertiary qualification in Business, Insurance, Risk Management, or a related discipline; postgraduate qualification highly regarded
• 10+ years' experience in insurance claims operations with deep knowledge of quality assurance, compliance, and regulatory requirements
• Proven leadership of workforce planning and operational functions within large-scale, complex environments
• Demonstrated success leading enterprise-wide transformation and embedding strategic change into business-as-usual operations
• Advanced analytical capability, with experience translating data and QA insights into actionable improvement strategies
• Exceptional stakeholder engagement skills, with a track record of influencing and presenting at Executive level

At WorkCover, we deliver with heart, own our outcomes, work best together and stay open to what's possible - and we're looking for people who share these values. 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.

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).