Enablement & Efficiency Manager

About the role

In this role you will take ownership of claims operations and vendor partnerships driving performance quality outcomes and continuous improvement. A core part of your remit will be leading initiatives that reduce manual processing through automation and digitisation while ensuring strong governance and customer outcomes.

You will also play a key role in uplifting workforce capability through structured learning knowledge management and change enablement building a confident high-performing and future-ready operations environment.

This is a unique opportunity to lead both capability enablement and operational excellence across all teams ensuring high-quality efficient and scalable claims delivery that enhances the experience for participants and providers.

Key responsibilities

• Lead the performance and continuous improvement of claims operations including 3rd party/vendor relationship management SLA governance and service quality

• Drive claims automation and digitisation initiatives improving straight-through processing (STP) and reducing manual handling

• Partner with 3rd party providers to ensure strong operational delivery risk controls and consistent customer experience

• Implement robust reporting QA and performance rhythms to optimise efficiency and quality outcomes

• Identify and deliver process improvements across claims operations using data and insights to drive decision-making

• Lead capability uplift across teams through learning coaching and knowledge management frameworks

• Support the successful delivery of change initiatives ensuring smooth adoption across all operational teams

About you

Were looking for a commercially minded and operationally strong leader with robust experience in distributed claims operations and vendor management ideally within disability insurance health or service environments.

You will bring:

• Proven experience managing claims functions and strategic partnerships

• Demonstrated success in claims automation process optimisation or digitisation initiatives

• Strong commercial and operational acumen with the ability to balance cost quality and customer experience

• Experience driving performance outcomes in complex distributed teams

• Excellent stakeholder management skills with the ability to influence both internal leaders and external partners

• A data-driven mindset with strong analytical capability and a focus on measurable outcomes

Desirable:

• Experience in continuous improvement methodologies (Lean Six Sigma)

• Exposure to change learning or capability uplift programs

• Background in disability insurance or claims environments

About nib Thrive

nibs vision is better health and wellbeing for all Australians. We know there are few greater opportunities for us to have a meaningful social impact than in keeping people healthy and now in supporting people with disabilities. We plan to do this through innovative human and digital solutions to make a difference to people who seek convenience accessibility and inclusion.

nib Thrive is the National Disability Insurance Scheme (NDIS) business for the nib November 2022 nib acquired its first registered NDIS Plan Manager since then we have continued to grow. We are now House of Brands who all operate as part of the nib Thrive family. nib Thrive currently supports over 40000 participants with managing their plan.

Diversity equity and inclusion

We embrace a flexible working environment and welcome candidates who reflect the diversity of the communities in which we operate. Were committed to an environment where everyone has the autonomy and freedom to be their authentic selves every day. We encourage Aboriginal and Torres Strait Islander peoples people living with disability veterans LGBTQIA as well as culturally diverse community members to apply for open roles.

nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application recruitment selection and/or assessment process or would like this advertisement in an alternative format please contact us at

Working at nib

Our hybrid working model offers flexibility to work from home or our purpose-built office Hubs designed for focus connection and collaboration. Were committed to coming together with purpose.

Other benefits to support you at work (and play) include:

• New starter benefit to help set up a functional home workspace

• 50% discount on employee health insurance 35% off travel insurance

• The opportunity to give back to the community through paid leave for volunteering through nib foundation

• Access to our nib Well Program and corporate fitness discounts

• Access to employee share plans short-term incentive program and life and salary continuance insurance benefits

• 18 weeks paid parental leavefor all new parents regardless of carer status 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans gender diverse and intersex employees

The fine print

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of successful applicants will be required to obtain and hold valid NDIS clearances including a valid working with children check as per nibs NDIS Workforce Policy.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live learn and work.