Performance Improvement Specialist

EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.

THE OPPORTUNITY

As part of our diverse teams nationally, you’ll help make a positive impact on someone’s life every day. You’ll feel great satisfaction knowing your talent and hard work has a purpose.

The Performance Improvement Specialist role underpins the sustainability and growth of the Solutions Division. The purpose of this role is to work together with operational and shared service business units, leaders, contract and performance mangers, and clients to identify performance improvement opportunities and to assist the Personal Injury Division to achieve improvements in operational performance and outcomes.

The role is responsible for facilitating knowledge sharing of best practice and innovative approaches across business units and requires a collaborative and consultative approach, working with business areas to identify critical issues, suggest, and design solutions and improvements.

This will be a permanent, full time position based in ANY of our EML offices nationally (Sydney, Newcastle, Canberra, Adelaide, Geelong, Gosford, Melbourne, Parramatta, Perth, Brisbane or Tweed Heads) with flexibility to work from home 3 days per week once you complete training.

YOUR RESPONSIBILITIES
- Assist with the development, implementation, forecasting and strategic direction, performance and sustainability of the performance improvement function. Oversee and deliver a scalable, efficient, collaborative and effective customer-centric operating model.
- Monitor and benchmark business unit performance (against internal and external benchmarks) and design solutions that improve performance against various metrics (i.e. ROE, KPIs, NPS) and protect EML’s position as the number one Personal Injury claims agent.
- Realise productivity improvements through optimising, standardising, and streamlining operational tasks.
- Drive continuous improvement and innovation. Maintain awareness of industry developments and trends and respond effectively to changes.
- Consult with business units to agree opportunities to improve performance, agree the solution, collaboratively plan the strategy and guide the execution
- Support client transitions through the development of scalable and efficient processes that integrate the client’s operations into the EML claims model.

ABOUT YOU
- More than 3+ years demonstrated experience in a similar role, working in a fast-paced personal injury environment across multiple lines and jurisdictions.
- Relevant tertiary qualifications such as a business degree
- Lean 6 Sigma or Agile Innovation and Project Management qualifications and experience is desired but not essential.
- Experience in innovation and improvement process design and operational quality.
- Experience in the design and implementation of performance monitoring systems to assess operational performance and measure benefit realisation.
- Knowledge of compliance and audit programs particularly in a general insurance environment.

WHAT WE OFFER

We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.

EML provides career opportunities and great employee benefits, including:

- A vibrant, collaborative innovative team culture
- Flexibility with opportunity to WFH when you are fully trained in your role.
- A corporate wellbeing program with discounted health insurance and gym membership
- Access to discounts at over 350 retailers through our Rewards Hub program
- Entitlement to an annual tenure and performance-based recognition reward
- Comprehensive learning and development support
- Companywide events to celebrate success.
- Quarterly Reward and Recognition Awards
- Up to 16 weeks paid parental leave, plus super