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About the Role
As the Manager, Operational Services within the National Self-Insurance (NSI) business unit, you will support and strengthen service delivery to self-insurance clients by driving operational initiatives and improvement programs across all jurisdictions. You will provide governance, documentation, and delivery support across key initiatives including service delivery plans, client transitions, performance reporting, systems improvements, and audit actions. This role helps deliver consistent, high-quality, and contract-aligned outcomes while driving continuous improvement.
Responsibilities
- Drive operational initiatives and improvement programs, ensuring delivery against agreed timelines and outcomes.
- Establish governance frameworks, reporting processes, and documentation standards to support consistent service delivery.
- Partner with operational leaders and client stakeholders to support service delivery plans, transitions, and performance reporting.
- Develop frameworks, playbooks, and process improvements to enhance operational consistency.
- Support risk management, audit actions, change initiatives, and continuous improvement activities across NSI operations.
Requirements
- Demonstrated experience in operational delivery, project management, program coordination, or a PMO/delivery role within a complex service environment.
- Experience supporting client service delivery through governance, reporting, transitions, and improvement initiatives.
- Strong capability in developing frameworks, processes, and documentation to improve operational consistency.
- Excellent stakeholder management skills, with the ability to collaborate across teams, clients, and senior leaders nationally.
- Strong organisational and communication skills, with the ability to manage multiple priorities and deliver successful outcomes.
Location
- National
Work Type
- Permanent
- Full-time
- Work from home flexibility (up to 3 days per week)
Benefits
- 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
- Access to support and counselling services through our Employee Assistance Program
- Companywide events
- Annual company incentive scheme
- Salary reviews
- Up to 16 weeks paid parental leave
- Superannuation
About the Company
- 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.
Equal Opportunity
- 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.