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 the Manager, Operational Services within our National Self-Insurance (NSI) business unit, you will support and strengthen service delivery to our self-insurance clients by driving operational initiatives and improvement programs across all jurisdictions.
Reporting to the Head of Operations, you will provide governance, documentation, and delivery support across key initiatives including service delivery plans, client transitions, performance reporting, systems improvements, and audit actions.
Working closely with national operations leaders and jurisdictional teams, you will help deliver consistent, high-quality, and contract-aligned outcomes while driving continuous improvement across NSI.
This is a permanent, full-time national role, with work from home flexibility (up to 3 days per week).
YOUR 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.
ABOUT YOU
- 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.
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.
Skills Required
- Experience in operational delivery, project management, program coordination, or PMO/delivery role within a complex service environment
- Experience supporting client service delivery through governance, reporting, transitions, and improvement initiatives
- Proven ability developing frameworks, playbooks, processes, and documentation to improve operational consistency
- Strong stakeholder management skills, with ability to collaborate across teams, clients, and senior leaders nationally
- Excellent organisational and communication skills, with ability to manage multiple priorities
- Experience supporting risk management, audit actions, change initiatives, and continuous improvement activities
EML Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about EML Group and has not been reviewed or approved by EML Group.
-
Flexible Benefits — Hybrid work and rostered‑day‑off arrangements (such as a 9‑day fortnight or monthly RDO) provide meaningful schedule flexibility. These options can help balance high‑pressure roles with predictable time away from daily duties.
-
Parental & Family Support — Paid parental leave for primary and secondary carers and family‑oriented initiatives signal concrete support for caregivers. Some materials also reference superannuation coverage alongside parental leave.
-
Wellbeing & Lifestyle Benefits — Employee wellbeing is supported through EAP and internal care programs, discounted private health insurance and gyms, flu shots, and retailer discount programs. These offerings broaden total rewards beyond base pay.
EML Group Insights
What We Do
At EML we take great pride in helping people get their lives back after a workplace injury. Since our foundation in 1910 the EML Group have maintained a singular vision; to dedicate our services to improving work health and safety for the benefit of our members, workers and the broader community which we support. Today, we have over 4,000 specialists working in partnership with businesses, injured workers and government schemes across Australia, helping to make a difference. We are Australia’s largest provider of claims management services for self-insurers and focus on providing tailored injury prevention and return to work support. We have helped well over 350,000 injured workers get their lives back
