Manager, Claims Capability

**Job no**: 493873
**Work type**: Permanent - Full Time
**Location**: Brisbane CBD
**Categories**: Leadership - Claims and Customer

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 the Manager Claims Capability, you'll lead our Claims capability strategy to deliver industry-leading best practice that drives advocacy. You'll enable our vision to be the best workers' compensation insurer while making a positive difference to people's lives.

This role is hands-on, requiring deep expertise in claims capability development from workforce planning through to technical development. The scope encompasses recruitment, onboarding excellence, and comprehensive capability frameworks that enable Claims team members to deliver desired business outcomes.

You'll also play a vital role in uplifting claims capability, mentoring teams, and driving maturity across claims practices. As the central capability leader for New Claims, you'll foster trusted relationships with senior stakeholders, business leaders, and capability partners to navigate complexity and deliver outcomes.

**You'll also contribute by**:

- Leading the development and implementation of end-to-end Claims capability strategy
- Driving recruitment excellence, ensuring proactive and timely hiring aligned with workforce planning forecasts
- Designing and delivering onboarding experiences that connect Claims team members to WorkCover's vision, values, and strategy
- Developing comprehensive Claims capability frameworks and career pathway frameworks
- Creating best practice learning and development solutions tailored to claims environment
- Designing tactical capability solutions addressing Quality Assurance insights and leadership feedback
- Monitoring industry developments and emerging trends to ensure WorkCover leads best practice claims management
- Engaging external training providers and manage learning effectiveness measures
- Working across Claims functions, partnering with leaders to align capability with strategic priorities

It's a diverse, influential role - perfect for a collaborative and outcomes-focused capability leader who thrives in complexity, brings people together and drives purposeful transformation that delivers meaningful outcomes.

**A bit about you**:

- Seasoned claims capability leader with extensive experience in insurance claims operations and a strong focus on driving learning and development and continuous improvement.
- Led capability development across various claims environments - bringing clarity to complex capability needs and lifting performance through structured frameworks, coaching, and strong learning culture.
- Confident in engaging with senior and executive stakeholders, providing clear capability reporting and building trusted relationships across the enterprise.
- Navigate capability complexity with confidence, manage risk proactively, and drive outcomes with a pragmatic, solution-focused approach.
- Care about team culture. Foster inclusive, high-performing environments where people feel empowered to grow and succeed. Committed to building capability, embedding best practices, and driving continuous improvement.
- Qualifications include a tertiary qualification in human resources, business or similar discipline (postgraduate qualifications highly regarded).
- Coaching qualifications and Certificate IV in Workplace Training and Assessment highly desirable, along with demonstrated experience in contemporary learning and development solutions including online learning and blended learning practices.

**A bit about us**

Working in a collaborative team environment within a supportive and engaged organisation, you'll enjoy hybrid working, 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 capability leadership experience, strategic and operational capability achievements, your motivations, and alignment with our values and vision.

Applications close at** 5pm, Tuesday 2nd September.**

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