Claims Specialist - Sensitive Liability

Victorian Managed Insurance Authority (VMIA)

• Job Title – Lead Claims Specialist – Sensitive Liability Claims
• Work Type – 2 Year Fixed Term Contract

Lead with purpose in a role that makes a meaningful difference. As the Lead Claims Specialist – Sensitive Liability Claims, you'll lead and support a team managing complex and sensitive liability claims while driving high-quality, trauma-informed outcomes for VMIA's clients. Combining technical expertise with people leadership, you'll coach and develop your team, build strong stakeholder relationships, and contribute to continuous improvement across the Claims function. This is an opportunity to influence best practice, foster a resilient and high-performing team, and help build a confident, resilient Victoria.

Key highlights

• Salary Range of up to $180,000 (total remuneration package inclusive of super).
• Hybrid work environment – Enjoy a mix of office and flexible work arrangements, fostering connection and strengthening networks. The majority of your working week will be in our collaborative office environment.

About the role

As the Lead Claims Specialist – Sensitive Liability Claims, you will provide leadership, operational oversight and technical expertise to a team of Claims Specialists managing complex and sensitive liability claims. Your focus will be on enabling your team to deliver consistent, high-quality and client-centred claims outcomes while fostering a collaborative, resilient and high-performing culture.

Working within VMIA's Risk, Insurance and Claims Solutions (RICS) division, you will partner closely with the Portfolio Manager to translate strategic priorities into day-to-day operations. You will provide coaching, technical guidance and operational leadership, ensuring claims are managed in line with governance, compliance and risk management frameworks while contributing to continuous improvement across the Claims function.

Key responsibilities

• Lead, coach and develop a team of Claims Specialists to deliver high-quality, consistent and client-focused claims management.
• Provide day-to-day operational oversight, technical guidance and support for complex and sensitive claims.
• Act as the first point of escalation for claims, stakeholder issues and operational challenges.
• Maintain a small personal caseload where required to retain technical expertise.
• Drive performance through coaching, capability development, performance reviews and regular feedback.
• Build trusted relationships with clients, legal service providers, government agencies and other key stakeholders to achieve fair and timely claim outcomes.
• Contribute to operational planning, reporting, service improvements and the implementation of new initiatives and digital solutions.
• Promote trauma-informed practice, resilience and psychosocial safety through structured wellbeing and debriefing practices.
• Ensure compliance with VMIA governance, risk management, legislative and policy requirements.
• Identify, manage and escalate operational, financial and reputational risks while supporting business continuity and continuous improvement.

What we are looking for

We're looking for an experienced claims leader who combines strong technical expertise with a collaborative leadership style. You are confident navigating complex, sensitive and high-profile claims while supporting and developing others to achieve outstanding outcomes.

You will bring:

• Extensive experience managing complex liability claims, particularly historical or sensitive matters.
• Demonstrated people leadership experience, including coaching, mentoring, performance management and capability development.
• Expertise in trauma-informed claims management and working with vulnerable stakeholders.
• Strong judgment, integrity and discretion when managing high-risk or reputationally sensitive matters.
• Excellent stakeholder management and relationship-building skills across legal, government and client environments.
• A strong understanding of governance, compliance, financial controls and risk management.
• The ability to analyse claims data, identify trends and contribute to operational improvements.
• A proactive, resilient and solutions-focused approach, with a passion for continuous improvement and service excellence.
• A commitment to fostering an inclusive, psychologically safe and high-performing team culture.

Qualifications

• Tertiary qualification in Business, Commerce, Law, Human Services or a related discipline (desirable). Equivalent experience, capabilities and demonstrated expertise will also be highly regarded.
• Certified member of the Australian and New Zealand Institute of Insurance and Finance (ANZIIF) or equivalent.
• Minimum seven years' experience in insurance claims management or a related field, including leadership of complex and sensitive claims.
• Fit and proper person under APRA guidelines.

Why join VMIA?

At VMIA, we believe diversity drives innovation. We are committed to creating an inclusive environment where everyone feels valued and empowered to contribute their unique perspectives.

We offer:

• Flex work: Hybrid working to support your best performance.
• Parenting support: Generous parental leave (16 weeks paid parental leave after six months of service for primary carers and 4 weeks for secondary carers).
• Learning & Development: Annual investment ($2,500) in your growth, with in-house training, and LinkedIn Learning access in addition.
• Wellbeing: Wellness sessions, Employee Assistance Program (EAP), and ergonomic support.
• Culture & Lifestyle: Iconic office location, volunteer leave and life-stage support.

VMIA encourages applications from candidates of all backgrounds, including Aboriginal and Torres Strait Islander peoples, individuals with disabilities, culturally diverse communities, and members of the LGBTQIA+ community.

How to apply

We invite you to submit your CV and a cover letter. Use these to introduce yourself, highlight your fit for the role, and share why you are excited about joining VMIA. For any questions about the role or application process, please contact us at [email protected].

At VMIA, we are dedicated to fostering an inclusive workplace. We warmly welcome applications from people of all gender identities, Aboriginal and Torres Strait Islander peoples, individuals with disabilities, and those from culturally diverse backgrounds.

If you have any accessibility needs during the recruitment process, please let us know at [email protected].

Other relevant information

Before starting at VMIA, preferred candidates will complete pre-employment screenings. These assessments may include:

• Working Eligibility: Verification of your right to work in Australia.
• Employment History: Confirmation of your past employment details including employment dates and compensation.
• Academic Credentials: Verification of your educational qualifications to ensure they are accurate and legitimate.
• National Criminal History Check: A check for any criminal record, which may involve manual vetting by ACIC, potentially causing delays.
• Pre-employment Misconduct Check: Used to verify the identity, integrity, and credentials of potential employees and verifies no past misconduct.
• Financial Background Checks: Applicable for certain roles, such as Heads of Departments and Finance team members.

We value a collaborative work environment, so employees are expected to spend the majority of your working week in the office. Candidates from interstate must be willing to relocate to Victoria.