Operations Manager, Technical Claims

7 days ago

Sydney, New South Wales, Australia Gallagher Full time

About us*:

Gallagher Bassett (GB) is Australia and New Zealand's premier third party claims administrator. We manage claims on behalf of insurers, government bodies, self-insured organisations and brokers. We are part of the leading global risk management and insurance group Arthur J Gallagher & Co.

Life at GB is an adventure - often fast paced, unpredictable, challenging and deeply rewarding.

It is social and engaging, with our unique and positive culture underpinned by The Gallagher Way - values lived daily by our people.


In addition to flexible working options, we also offer supportive learning and career pathways and provide ongoing access to training and career development.

We invest in our people through strong succession planning and have a number of mentoring and training programs available.

The Opportunity:


There are some great things happening at GB as we enter an exciting period of transformation and change, including the introduction of dedicated technical specialist hubs within our claims service design that are truly unique to the market and our service offerings to injured workers and clients alike.

We want YOU to be a part of it all


Gallagher Bassett's service delivery model has been built to support holistic and tailored on recovery and return to work (RTW) strategies to deliver superior outcomes.

Our model focuses on specialisation and segmentation by injury type and claim duration, enabling alignment of the right skillset to the right role.


Key features of our model also include:

  • Dedicated Hubs of Expertise who provide guidance and support for our Claims Consultants
  • Opportunities to specialise in a technical skill or service;
  • Support from centralised Technical and Legislative functions to empower our Claims Consultants to focus on recovery, RTW and service delivery;
  • Variety of exciting career pathway options across various claim portfolios;
  • Support from administrative and continuous improvement teams and decision support tools
You will be leading teams that support our Claims Consultants at Gallagher Bassett with a service model that optimizes portfolio sizes, to enable Claims Consultants to:

  • Achieve great outcomes for injured workers and employers
  • Be thoughtful, considered and proactive in their approach;
  • Undertake ongoing training to develop and refine their skills;
  • Focus on their own wellbeing.
Our approach ensures we wrap our arms around our people and provide the appropriate support to flourish through

  • 90day onboarding program including our Claims Academy training program;
  • Dedicated Capability Specialists on the ground for ongoing support;
  • Job rotation opportunities to support staff wellbeing;
  • Personal Injury Taskforce to support teams during periods of leave.


We are seeking a Claims Operations Manager to join our senior leadership team in our start-up business and provide strategic leadership and operational direction to the function.

This is a great opportunity for a unique leader who wants to use their past success to establish and grow our service capability and prominent reputation in the market


This role is responsible for the performance of the technical related operations which include: Eligibility determination, Whole Person Impairment, Dispute Resolution, Work Capacity decisions, PIAWE assessment, Worker Injury Damages claims and other technical support functions to meet the NSW legislation requirements and compliance.


In this role, you will:

  • Provide daytoday leadership and management of the NSW Workers Compensation technical claims operations team to meet and exceed performance targets, specifically for technical functions and quality decisions;
  • Support the development of resource capability, drive quality assurance activities that: support continuous improvement, achieve financial targets and demonstrate behaviours that are in line with Our Values ('The Gallagher Way');
  • Contribute to shaping our culture through high levels of staff engagement and the importance of diversity and increasing staff satisfaction levels;
  • Analyse current and future trends and needs and accurately assess functional responsibilities, competitive strengths and vulnerabilities.
  • Contribute to the development and ongoing delivery of our operational Business Plan;
  • Provide strategic direction as part of the NSW Operational Leadership Team to establish and refine our Organisational Design so it is fit for purpose;
  • Develop strong and effective mutually beneficial working relationships with icare as our primary client, and ensure that we meet or exceed expectations in relation to our contractual performance;
  • Support litigation activities including conciliations, case conferences;
  • Lead and mentor direct reports and provide them with coaching to ensure they reach their full potential;
  • Maintain and drive talent management and succession planning to ensure talent pipelines are established and supported;
**We are looking for an e

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