As Claims Process and System Lead, you’ll be at the centre of shaping how we deliver claims management at scale, connecting people, process, and technology to ensure we’re equipped to meet both current and future needs. You’ll lead the design and optimisation of claims processes, ensuring they are consistent, effective, and fully enabled by the core claims management system.

You’ll provide subject matter expertise to Claims leaders on best-practice claims management processes and the core system that underpins them, driving consistency, operational excellence, and optimal business performance across the Claims function. You’ll proactively identify bottlenecks, inefficiencies, or gaps in how processes are applied and work across the organisation to implement improvements that are aligned with both legislative and strategic requirements.

This is a leadership role with broad visibility and cross-functional impact, working closely with leaders and teams across Digital and Technology, Transformation Delivery, Risk and Assurance and Claims Operations. You'll act as a key conduit between operational needs and system capabilities, ensuring enhancements are practical, scalable, and embedded into the business to drive long-term improvement.

You’ll bring clarity to complexity, simplify what matters, and help shape the future of our claims systems and processes, ensuring the tools we use are not only compliant and efficient, but truly enable better experiences and outcomes for injured workers and Queensland employers.

In this role, you’ll:

• Lead end-to-end delivery of complex claims process and system transformation projects, ensuring milestones, budgets, and quality standards are consistently met or exceeded.
• Identify, prioritise, and resolve critical operational bottlenecks and system limitations, driving measurable improvements in claims cycle times, accuracy, and customer outcomes.
• Develop and enforce robust governance frameworks and controls to manage compliance, operational risk, and data integrity across all claims management activities.
• Drive cross-functional initiatives that integrate claims operations with technology solutions, ensuring scalable, sustainable improvements that align with organisational strategy and regulatory requirements.
• Establish and rigorously track strategic KPIs and performance metrics, translating data insights into actionable strategies that drive continuous operational excellence and transformational outcomes at scale.
• Provide visionary leadership and accountability for a high-performing, cross-functional team, cultivating a culture of innovation, resilience, and results-orientation to consistently deliver on complex transformation and critical business-as-usual objectives.

You’ll bring:

• Demonstrated ability to lead and directly deliver cross-functional, multidisciplinary initiatives—resolving complex challenges at the intersection of claims management processes, business performance, and core system optimisation.
• Deep expertise in end-to-end insurance claims operations, including legislative and compliance frameworks, with a strong focus on embedding best-practice processes and system-enabled excellence.
• Strong commercial judgment and operational decision-making, ensuring claims management systems and workflows are efficient, compliant, and drive sustainable performance outcomes.
• Proven ability to interrogate complex data and system insights to identify claims process inefficiencies, performance gaps, and improvement opportunities—translating findings into strategic and tangible outcomes.
• Outstanding communication and stakeholder influence, with a track record of aligning claims, technology, and business teams to deliver consistent, high-quality service outcomes at scale.
• A tertiary qualification in business, insurance, technology, or a related discipline, with advanced capability in digital tools and reporting platforms to support claims transformation and performance leadership.

The Claims Process and Systems Lead position description is available on the intranet.

How do I apply?

Please submit your resume and a covering letter (no more than two pages) outlining your suitability for the role. We’re particularly interested in your leadership of cross-functional delivery, achievements in insurance claims operations, and how you’ve contributed to optimising claims management processes, system performance, and business outcomes.

Applications close at 9AM, Monday 18^th of August.

This role is graded at Individual Contract. If you have any questions about this opportunity, please contact Jackie Cumming, Executive General Manager Claims.

Prior to applying, please discuss your intent to apply with your leader and take a look at our expression of interest tips.

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.

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