The opportunity

An exciting opportunity is available for a Leader, Claims to join our Claims Service Delivery team within Insurance.

This is a key leadership role responsible for shaping service delivery, driving performance outcomes and strengthening capability across the Claims function - particularly within the Eligibility service area.

In Insurance, you will play a critical role in ensuring high‑quality, timely and compliant claims services that support injured workers and deliver strong scheme outcomes.

This role is ideal for a leader with strong strategic and analytical skills and claims expertise, who enjoys solving complex problems and is passionate about driving operational excellence and continuous improvement.

The position

As Leader, Claims, you will lead a small team while designing and delivering service models, frameworks and improvements that enhance claims performance and customer outcomes. You will work closely across the business, including with analytics, regulation and claims agents, to ensure performance is maintained and strategies are evidence-based, consistent and aligned with legislative requirements.

This is a full-time ongoing position.

Key responsibilities include:

• Leading and developing a high-performing team, fostering a culture of accountability, collaboration and customer focus
• Overseeing the Eligibility service area and resulting performance
• Designing and implementing operational policies, processes and service improvements to enhance claims delivery
• Analysing claims data and performance trends to identify risks, patterns and opportunities for improvement
• Partnering with internal stakeholders (e.g. Actuarial, Analytics, Regulation) to inform strategy and decision-making
• Driving continuous improvement initiatives across claims management processes and service delivery
• Supporting and leading the implementation of the Digital Transformation Program (DTP) within Claims Service Delivery
• Ensuring appropriate governance, risk controls, compliance and audit readiness are in place
• Building capability across the team and broader claims environment to improve outcomes for workers and employers

Position description

 Leader Claims Services - Insurance - PD - June 2026.pdf

Remuneration

The salary for this Senior Officer position starts from $166,500.00 per annum (plus superannuation).

The final offer will be commensurate with the successful candidate’s qualifications, skills and experience.

About you

• Strong analytical capability with the ability to interpret data, identify trends and inform strategic decision-making
• Experience designing, implementing or improving service delivery models, processes or frameworks
• Proven experience leading and developing high-performing teams in a complex operational environment
• Demonstrated experience in claims management (or a related personal injury / insurance environment) with strong knowledge of eligibility decision-making
• Highly developed stakeholder engagement and influencing skills, with the ability to build strong working relationships across diverse groups
• Sound understanding of legislative and regulatory frameworks (preferably the Return to Work Act 2014)
• Excellent communication, problem-solving and decision-making skills
• Ability to navigate change and contribute to transformation initiatives in a dynamic, fast-paced environment
  
  

Why apply?

This is a great opportunity to:

• Step into a high-impact leadership role, driving claims performance, decision quality and scheme outcomes
• Lead and develop a team while shaping service delivery, capability and continuous improvement across the Claims function
• Play a key role in major transformation initiatives, including the Digital Transformation Program, in a complex and evolving environment

How to apply:

Please submit an expression of interest demonstrating your key capabilities and experience supported by your current resume and cover letter addressed to Cristine Kernbach by 5pm Friday 17 July 2026. If you have questions about the role, please contact recruitment@rtwsa.com.

Please note shortlisting and interviewing for this role will commence immediately so we strongly encourage all candidates to put forward your applications as soon as possible.

Why join us? 

Experience a workplace culture that rewards your contribution and provides the development and support to help you reach your potential. We are committed to fostering a diverse and inclusive workplace where our people can genuinely make a difference to the lives of South Australians affected by work injury. At ReturnToWorkSA, you can expect a range of benefits including:

• An extensive wellbeing program
• access to a broad range of wellbeing seminars, webinars and information sessions
• a free onsite gym and bike storage
• annual vaccinations, skin checks, seasonal fruit and corporate cup challenge
• discounted corporate private health insurance
• and a proactive EAP provider
• Flexible work options
• Access to learning and development programs to enhance your personal and professional skill set and career development
• Modern offices with excellent amenities in the Adelaide CBD

Further information:

Candidates will also be assessed based on their ability to demonstrate personal and professional alignment with ReturnToWorkSA’s organisational values which are critical to our success: We care about people and sustainability; We are inclusive and innovative; We listen to understand; and We own our actions.

Inclusion and acceptance

ReturnToWorkSA is an equal opportunity employer, valuing difference and embracing diversity and we promote flexible ways of working, applicants are encouraged to discuss any workplace adjustments that might be needed as well as the flexible working arrangements for this role.

About ReturnToWorkSA

At ReturnToWorkSA, our purpose is to empower and support South Australians impacted by work injury. Our services and those delivered by our claims agents are designed to provide early intervention support to workers and employers following a work injury to ensure the worker can recover and return to work as quickly as possible. We manage the collection of premium payments from registered employers and our invested funds to ensure we maintain a viable financial position that enables the delivery of quality support and services to injured workers.

In addition, we are the regulator of the Return to Work scheme and play the key role of protecting the integrity and fairness of the Scheme by monitoring and enforcing compliance with the Act and providing education and support about the health benefits of work.

Still not sure?

We are proud to be recognised as an Endorsed Employer for All Women by WORK180. Research indicates that up to 60% of women and underrepresented groups may hesitate to proceed, even after completing a draft application. We firmly believe that diversity enhances the strength of every team, so even if you don’t tick all the boxes we still want to hear from you.