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

We’re 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

nib’s 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 Group. In 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 40,000 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. We're 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 careers@nib.com.au

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. We’re 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 leave for 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

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