Performance Manager - Disputes

Overview

As a Performance Manager, you’ll work closely with dispute and claims staff within our Workers' Compensation team to uplift dispute resolution performance and outcomes, whilst ensuring the delivery of a customer‑centric and best‑in‑class service. The role has a strong focus on dispute management, quality decision‑making and compliance, achieved through conducting thorough performance reviews, file and decision audits, analysis of dispute trends, and targeted coaching. You will engage closely with internal stakeholders, WorkSafe and dispute teams to support defensible, timely and high‑quality dispute outcomes. You will play a key role in promoting best practice across dispute and claims management and supporting continuous improvement initiatives across the VIC Workers’ Compensation portfolio. How you'll make an impact Responsibilities Conducting thorough and in‑depth reviews of dispute files, decisions and outcomes, including targeted and thematic audits P...