Manager - Claims Operations

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 team based in Sydney, you will help make a positive impact on someone’s life every day. You will feel great satisfaction knowing your talent and hard work has a purpose.

As Operations Manager (CTP), you will lead and coordinate multiple Case Management teams across New South Wales and South Australia, driving performance, customer outcomes, and operational excellence across the portfolio.

Sitting within the senior leadership team, you’ll be accountable for delivering on key business objectives while ensuring a consistent, high-quality customer experience.

This a hands-on leadership role where you will coach and develop Group Managers and be the key contractual contact for our client, Youi. You will be responsible for strengthening capability across the group and creating a high-performing and accountable culture. You’ll help shape strategy and drive improvements to support ongoing growth.

This will be a full time, permanent position based in our Sydney office, with work-from-home flexibility (up to 2 days per week).

YOUR RESPONSIBILITIES

• Lead and oversee multiple CTP Claims teams, ensuring delivery against performance, quality and customer targets
• Coach and develop Group Managers and Team Leaders to uplift capability, engagement and overall team performance
• Drive operational strategy, continuous improvement, and scalable ways of working across the portfolio
• Act as an escalation point for complex claims and customer matters, including complaints management
• Manage resources, budgets and workforce planning to support business growth and service delivery

ABOUT YOU

• Proven experience leading claims operations within CTP or personal injury claims environments
• Strong track record driving performance, leading change, and delivering on business objectives
• Commercially minded with the ability to balance customer outcomes, risk, and operational efficiency
• Confident stakeholder manager, able to influence at senior levels
• Resilient, hands-on leader who builds strong, accountable, and high-performing teams

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 diverse and collaborative team culture like no other

• Flexibility to work from home to support work/life balance

• A corporate wellbeing program with discounted health insurance and gym membership

• Generous discounts from over 350 retailers through our RewardsHub program

• Comprehensive learning and development opportunities to help you reach your full potential

• Access to support and counselling services with work or personal matters, through our Employee Assistance Program

• Companywide events to stay connected and celebrate success

• Entitlement to annual company incentive scheme + salary reviews

• Up to 16 weeks paid parental leave, plus super
  

We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits. If this position is of interest to you, please apply now.