Making a difference isn’t just our purpose, it’s what motivates our people every day. For us, work is not about ticking a box. It’s about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives.

A subsidiary of McMillan Shakespeare, Plan Group is a leading force in National Disability Insurance Scheme (NDIS) Plan Management and Support Coordination. Our goal? To become Australia’s #1 NDIS provider.

Here’s how you will make a difference in this role…

As National Claims Manager you will lead and develop a team of 6 direct reports and 80 indirect reports across 3 nsw/vic locations and will be responsible for managing the operational flow of claims processing within Plan and Support Services (PSS).

Reporting to the Head of Operations you will focus on ensuring efficiency, accuracy, and timeliness in processing claims for participants/customers within the NDIS.

In this key role for our business you will provide strategic direction, implement process improvements, and manage workforce resources effectively while fostering engagement with both internal and external stakeholders. You will develop and implement key initiatives aligned with the PSS Strategic Plan to deliver a market-leading service and provide a positive experience for our customers and business partners.

At MMS explicit expectations help our people Be the Difference.

Your key responsibilities in this role will include:

- Operations & Compliance: Oversee claims processing, ensuring efficiency and adherence to regulations.





- Team Leadership: Manage, support, and develop teams to enhance productivity and service quality.

- Stakeholder Collaboration: Work closely with internal teams and senior leadership to align strategies.

- Customer Service & Risk Management: Resolve complaints, handle complex claims, and mitigate risks.

- Strategic Planning & Improvement: Drive performance enhancements and develop scalable business plans.

- Culture & Workforce Development: Foster a positive workplace, recruit, train, and mentor future leaders.

To be considered for this role you will have the following:

- At least 8 years’ experience managing a large and complex claims processing function and team

- Senior leadership experience with a track record of motivating teams to achieve goals, deliver excellent service, and exceed customer expectations.

- Experience developing operational strategies to maximise productivity

- A track record of continuous improvement of operational processes

- Sound planning and time management capabilities with a strong sense of urgency.

- The ability to prioritise multiple, conflicting priorities and work to tight deadlines.

- NDIS experience is not required,



but will be advantageous.

What we can offer you:

- Novated leasing benefits and discounts

- 12 weeks paid parental leave and access to our Parents Portal

- Comprehensive learning and development opportunities to support your career growth

- Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations

- Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund

- Exempt Employee Share Plan

· Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.

- We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.

- We embrace hybrid working and welcome conversations about flexibility.

- We value the skills and attributes veterans can bring to our organisation.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at ••••@mmsg.com.au

📌 National Claims Manager (Melbourne)
🏢 Mcmillan Shakespeare
📍 Melbourne