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Apply now Job no: 637491
Work type: Max Term Full Time
Location: Sydney - Inner Suburbs & CBD, QLD - Other
Categories: Insurance, First Line Leader, Pay Band 5

Leader, Quality Assurance Operations

Purpose of the role:

  • To facilitate the development and delivery of the quality assurance framework for Personal Injury workers’ compensation claims (iCare) to ensure the program is meeting the relevant standards.
  • To lead the Quality Assurance Team to ensure Personal Injury claims business objectives are met by completing quality audits thereby ensuring consistent compliance to legislation, regulation, remuneration requirements and internal policy and procedure.
  • Measure individual and team performance against key claim management metrics and provide insights to Personal Injury Claims  on risks and emerging trends.
  • Provide outstanding leadership through role modelling, consistent coaching to strengthen skills and productivity; and drive activity that builds team engagement and employee satisfaction
  • Demonstrate positive management and relationship techniques to co-ordinate activities; meet and maintain required standards; and demonstrate continuous improvement in the execution of business processes.
  • To effectively manage the relationship with Regulators as required ensuring all contractual obligations are met.
  • Increase performance of staff / Personal Injury through audit reporting on key objectives.

Accountabilities (including but not limited to):

  • Develop and implement the Personal Injury Claims quality assurance (QA) framework for workers’ compensation claims  
  • Ensure the QA program across Personal Injury Claims is adhering to relevant standards
  • Seeks opportunities for development of the QA program to best meet the business needs
  • Liaises closely with the leaders within Claims Solutions and Claim leaders regarding results and trends
  • Develops and implements regular and adhoc reporting to provide to management on QA results and trends
  • Liaises with Risk and Compliance as the interface with Personal Injury Insurance ensuring all QA frameworks are in line with GI standard
  • Provides upward input into the QA framework towards Risk and Compliance to influence requirements
  • Lead a team to conduct regular reviews of matters affecting compliance with remuneration and legislative requirements and company policy and procedural requirements;
  • Ensure regular review of the claims portfolios to provide Personal Injury with insights enabling appropriate claim management strategies to be implemented to achieve business outcomes.
  • Regularly review progress towards key business initiatives.
  • Actively participate in the implementation and monitoring of systems and processes to reduce expense cost per claim and increase productivity and efficiency.
  • Actively engage in identifying and providing feedback regarding continuous improvement initiatives designed to streamline and improve operational performance.
  • Participate, as required, in management meetings to provide business reporting regarding scheme performance
  • Actively participate in the organisational quality improvement process


  • Motivate, empower and engage staff in a structured environment to build a high performing team.
  • Monitor results and outcomes and take action to promote individual ownership of performance.
  • Maintain the balance of business outcomes and individual employee engagement.
  • Recruit, reward and retain an effective, highly skilled workforce.
  • Encourage staff to initiate and support improvement ideas.
  • Develop, monitor and manage Key Result Areas to effectively measure performance.
  • Management and maintenance of HR issues, reports and records.
  • Review the performance of direct reports and prepare coaching, training and development plans.
  • Conduct regular performance and effective feedback sessions with direct reports to enhance their individual performance.
  • Develop and maintain goals and expectations of individual’s through regular one-on-one discussion.
  • Develop and maintain strong working relationships with peers and other business units.
  • Contribute to development of operational and strategic plans for the business.
  • Strive to provide a work environment which upholds corporate values.
  • Ensure team member remuneration reflects their contribution to the success of the team and that recommendation takes account of Suncorp remuneration policy and internal relativities
  • Conduct regular 1-1’s with all team members
  • Conduct interim and annual review of team members and make recommendations to Executive Manager
  • Reduce turnover and absenteeism rates within the team
  • Develop team action plans
  • Address performance issues promptly and diligently with the aim of performance improvement
  • Active involvement in recruitment and selection activities for new hires into teams
  • Lead and facilitate team meetings and activities
  • Establish open and constructive relationships with team members, peers and managers to achieve business outcomes
  • Active participation with the claims management teams and promotion of the QA team’s relationships with other Suncorp business units
  • Attend and actively participate in Leadership Team Meetings
  • Participate in strategic workshops and meetings with teams to discuss results
  • Proactively assisting other teams to achieve business requirements
  • Ensure a safe working environment for all team members and adhering to Suncorp’s OH&S policy.

 Coaching and Mentoring

  • Motivate team members to effectively engage with technical specialists and discuss QA results, claims performance and calibrate and verify assessment approach.  
  • Empower and engage team members to support their personal development desires
  • Identify skill gaps of team members and actively develop staff in those areas  

Team Work

  • Support and further develop a collaborative work environment to achieve team and Personal Injury goals
  • Build and promote diversity across the team
  • Build and develop a cohesive working relationship to ensure the achievement of team/individual goals and targets.
  • Support  and encourage the team to engender a high performance culture and commitment to goal achievement
  • Adherence to team and Suncorp values and behaviours at all times and provide a positive leadership shadow

Continuous Improvement

  • Analysis of data and reports to identify trends to drive an improvement in performance  and productivity
  • Participate in team and division projects, strategies and drive the achievement of team and division goals
  • Create an environment where process/procedural improvement is fostered and where change is accepted as part of team philosophy.
  • Identify and escalate opportunities to improve systems, processes and claims management strategies
  • On-going professional development and industry activity

Customer Experience

  • Adopt a customer focus in the delivery of internal /external services
  • Build, enhance and maintain quality relationships with all internal and external customers
  • Alignment of team objectives to ensure effective delivery of our customer proposition

Advertised: AUS Eastern Standard Time
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