Performance Manager - Disputes

Introduction At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose. 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 Providing clear, evidence‑based recommendations to improve dispute quality, consistency and timeliness Assessing the need for investigative tools, referrals and information gathering to support effective dispute resolution Supporting and, where required, contributing to quality and defensible liability and dispute decisions within the quality decision‑making framework Promoting best practice dispute and claims management aligned to legislative and regulatory requirements Supporting continuous improvement initiatives across VIC Workers’ Compensation, with a focus on improving outcomes Coaching and mentoring dispute and claims staff to uplift capability, confidence and decision‑making quality Coordinating and managing dispute‑related reporting, audit programs and performance reviews Engaging key stakeholders in the development, implementation and evaluation of dispute performance strategies, business plans and improvement initiatives About you Qualifications Significant, in depth understanding of the legislation (ACA & WIRCA) and the VWA guidelines and procedures, as well as practical application of these Comprehensive knowledge of the workers' compensation industry, business requirements and administrative practices and requirements Claims Management experience in a leadership capacity Outstanding leadership skills Coaching and mentoring experience Time management and organisation skills Tertiary qualifications within the disciplines of business or personal injury (or similar) What we can offer you Attractive remuneration packaging and hybrid work arrangements including Work from Home Monthly RDO (Rostered Day Off) after the completion of your probationary period Paid Leave: Generous Paid Parental Leave and reproductive leave to support your family needs Supportive Environment: A friendly, flexible, and inclusive working environment with great team support and rewarding opportunities Career Growth: Exciting career advancement prospects as our company continues to grow Ongoing Education: Continuous education and development opportunities through external and internal programs Recognition and Support: Service recognition awards and employee assistance programs for you and your immediate family members Wellbeing Focus: A commitment to your wellbeing through our peer support program, corporate health insurance discounts, and wellness programs Additional Benefits: Access to additional purchased leave, novated leases, and the Gallagher Rewards Program, which includes discounts and cash-back offers from hundreds of retailers Birthday Club: Enjoy a day off during your birthday month on GB To Apply: Does this sound like the perfect job for you? We want to hear from you today! Click on "Apply for this Job" to join our team. Eligibility: To be considered for this opportunity, you must have the right to live and work in Australia. Equal Opportunity Employer: Gallagher Bassett is an Equal Opportunity Employer and encourages Indigenous Australian applicants to apply. As a member of the Diversity Council Australia, we embrace diversity in the workplace and will make reasonable accommodations for known physical or mental limitations of an otherwise qualified applicant with a disability, unless it imposes an undue hardship on our business operations.

Qualifications Significant, in depth understanding of the legislation (ACA & WIRCA) and the VWA guidelines and procedures, as well as practical application of these Comprehensive knowledge of the workers' compensation industry, business requirements and administrative practices and requirements Claims Management experience in a leadership capacity Outstanding leadership skills Coaching and mentoring experience Time management and organisation skills Tertiary qualifications within the disciplines of business or personal injury (or similar) What we can offer you Attractive remuneration packaging and hybrid work arrangements including Work from Home Monthly RDO (Rostered Day Off) after the completion of your probationary period Paid Leave: Generous Paid Parental Leave and reproductive leave to support your family needs Supportive Environment: A friendly, flexible, and inclusive working environment with great team support and rewarding opportunities Career Growth: Exciting career advancement prospects as our company continues to grow Ongoing Education: Continuous education and development opportunities through external and internal programs Recognition and Support: Service recognition awards and employee assistance programs for you and your immediate family members Wellbeing Focus: A commitment to your wellbeing through our peer support program, corporate health insurance discounts, and wellness programs Additional Benefits: Access to additional purchased leave, novated leases, and the Gallagher Rewards Program, which includes discounts and cash-back offers from hundreds of retailers Birthday Club: Enjoy a day off during your birthday month on GB To Apply: Does this sound like the perfect job for you? We want to hear from you today! Click on "Apply for this Job" to join our team. Eligibility: To be considered for this opportunity, you must have the right to live and work in Australia. Equal Opportunity Employer: Gallagher Bassett is an Equal Opportunity Employer and encourages Indigenous Australian applicants to apply. As a member of the Diversity Council Australia, we embrace diversity in the workplace and will make reasonable accommodations for known physical or mental limitations of an otherwise qualified applicant with a disability, unless it imposes an undue hardship on our business operations.

Responsibilities Conducting thorough and in‑depth reviews of dispute files, decisions and outcomes, including targeted and thematic audits Providing clear, evidence‑based recommendations to improve dispute quality, consistency and timeliness Assessing the need for investigative tools, referrals and information gathering to support effective dispute resolution Supporting and, where required, contributing to quality and defensible liability and dispute decisions within the quality decision‑making framework Promoting best practice dispute and claims management aligned to legislative and regulatory requirements Supporting continuous improvement initiatives across VIC Workers’ Compensation, with a focus on improving outcomes Coaching and mentoring dispute and claims staff to uplift capability, confidence and decision‑making quality Coordinating and managing dispute‑related reporting, audit programs and performance reviews Engaging key stakeholders in the development, implementation and evaluation of dispute performance strategies, business plans and improvement initiatives