Manager Claims Outcomes

**Job no**: 493818
**Work type**: Permanent - Full Time
**Location**: Brisbane CBD
**Categories**: Leadership - Claims and Customer, Claims Management Group - Claims Management

**About WorkCover Queensland**

At WorkCover Queensland, our vision is to be the best workers’ compensation insurer to make a positive difference in people’s lives and keep Queenslanders working. We are committed to delivering outstanding outcomes through a high-performance culture, where strong leadership, innovation, and collaboration are at the heart of everything we do. Our organisation is driven by purpose and integrity, working together as One Team. We value diversity of thought and experience, and welcome those who bring authenticity, strategic thinking, and strong leadership to their work. If you're a senior leader who thrives on building capability, enabling performance, and driving transformation, you'll find purpose and impact here at WorkCover.

**About the Opportunity: Manager, Claims Outcomes**

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 hands-on standalone leadership role where you'll deliver foundational frameworks and tactical improvements that enable long-term uplift across claims management. You’ll provide tactical direction, expert insights, and strong execution of performance delivery that strengthen return-to-work outcomes, uplift performance, and ensure alignment with regulatory and customer expectations. You’ll work closely with all levels of 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 competit