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Manager, Operational Services

EML Group

Role overview

Qualifications

  • 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.

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.
  • Support risk management, audit actions, change initiatives, and continuous improvement activities across NSI operations.

Key facts

Hard skills

Operational Excellence Project Management Internal Reporting Good Documentation Practices Risk Management Process Improvement Continuous Improvement Process

Other skills

  • Governance
  • Program Management
  • Communication
  • Organizational Skills
  • Collaboration

About the company

EML Group logo

EML Group

Insurance

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.

Company details

Company typeLarge
IndustryInsurance
Company size1001 - 5000

Links

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Job description

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.
 

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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