Enablement & Efficiency Manager

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.

About the role
As the Enablement & Efficiency Manager, you will lead the performance, optimisation and transformation of our claims operations function, ensuring efficient, scalable and high-quality outcomes for our customers.

You will have end-to-end accountability for claims operational performance, partnerships, service quality and continuous improvement initiatives. Working closely with internal leaders and partners you will identify opportunities to improve productivity, strengthen controls, enhance customer outcomes and deliver operational excellence across the claims lifecycle.

A key focus of the role will be leading claims transformation initiatives, including automation, digitisation and process redesign, to reduce manual effort and improve automation. You will use data and operational insight to drive decision-making, prioritise improvement opportunities and deliver measurable business 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.

Key responsibilities:

• Establish and lead operational governance frameworks, including KPI reporting, performance review cycles and business insights that support effective decision-making.

• Build and maintain strong relationships with internal stakeholders and external partners to ensure alignment on operational priorities and outcomes.

• Enhance claims quality, risk and control frameworks, ensuring compliance, consistency and operational resilience.

• Use operational data and customer insights to identify opportunities to improve efficiency, service quality and participant outcomes.

• Develop and embed capability frameworks, knowledge management practices and operational standards across claims teams.

• Support the implementation and adoption of new processes, technologies and ways of working across the function.

• Foster a culture of accountability, continuous improvement and operational excellence.

About you
We're looking for an experienced operational leader with a strong background in claims management, operational excellence and business transformation (within insurance, health, disability or other service-based environments).

You will have a track record of improving performance, leading complex operations and delivering large-scale process improvement initiatives.

You will bring:

• Proven success driving operational transformation, automation or digitisation programs

• Strong experience managing third-party vendors and strategic service partnerships

• Demonstrated ability to improve operational performance, productivity, quality and customer outcomes

• Commercial acumen with the ability to balance customer experience, operational efficiency and business objectives

• Strong analytical and problem-solving capability, using data to inform decisions and drive measurable outcomes

• Experience leading teams and influencing stakeholders across complex operational environments

Desirable:

• Experience in continuous improvement methodologies (Lean, Six Sigma)

• Exposure to change, learning or capability uplift programs

• Background in disability, insurance or claims environments

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 nibemployment @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

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 employment. All successful applicants will be required to obtain and hold valid NDIS clearances, including a valid working with children check as per nib’s NDIS Workforce Policy.  

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