Team Manager – Certificates Payments, Workers’ Compensation in Melbourne

Every payment we process helps an injured worker focus on what matters most: their recovery. As a Team Manager in our Workers’ Compensation payments function, you will lead a team of 12 who make that possible every day. We are looking for a people-first leader who thrives on driving performance in a fast-paced, regulated environment. In this key leadership role, you will oversee the end-to-end processing of payments for medical certificates received from injured workers and employers, and drive a culture of quality, compliance and continuous improvement.

Key Responsibilities

• Lead, coach and develop a team of 12, driving performance and a positive team culture
• Oversee end-to-end payment processing for medical certificates from injured workers and employers
• Ensure payments are accurate, timely and compliant with workers' compensation legislation and organisational policies
• Monitor workloads, productivity and quality, addressing performance issues proactively
• Conduct quality assurance reviews to maintain accuracy and compliance
• Liaise with Case Managers, Return to Work specialists and finance teams to resolve payment queries
• Stay across legislative and regulatory changes and communicate impacts to the team
• Drive process improvements to increase efficiency and reduce errors
• Report on team performance including processing volumes, accuracy and turnaround times

A Typical Week Might Include

• Reviewing payment accuracy and turnaround metrics with your team
• Coaching team members on complex certificate scenarios
• Collaborating with Case Managers and Return to Work specialists on payment queries
• Identifying process bottlenecks and implementing improvements
• Recognising great work and supporting your team's development

What You’ll Bring

• Experience leading teams in workers' compensation, insurance, or claims environments
• A solid understanding of payment processing, medical certificate requirements and relevant legislation
• A track record of driving team performance while maintaining accuracy and compliance
• Strong organisational and time management skills with the ability to manage competing priorities in a fast-paced environment
• Strong analytical and problem-solving skills with attention to detail
• Professional communication skills, both verbal and written, with the ability to engage effectively with diverse stakeholders
• Proficiency in claims management systems and Microsoft Office applications

Bonus If You Have

• Lean, Six Sigma or continuous improvement experience
• Familiarity with WorkSafe Victoria's regulatory framework
• Experience with process optimisation initiatives

What’s In It For You

• Exposure to end-to-end operations across payments, administration, finance and compliance
• Opportunity to lead and contribute to process improvement and transformation initiatives
• A supportive leadership structure that values capability building and career progression
• Work within the WorkSafe Victoria regulatory framework, building specialist expertise
• Be part of a team that directly impacts the lives of injured workers every day