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Strata Solicitors - A Gallagher Bassett Company • Melbourne, Victoria, Australia
Role & seniority: Quality Assurance Manager, senior leadership role within Operational Risk – Personal Injury; manages the Victoria QA team and audit/assurance program; reports to Head of Operational Risk – Personal Injury.
Stack/tools: audit/assurance program management; data analytics and performance reporting; Health Check program; Internal Control Framework; WorkSafe Victoria contracts and remuneration metrics (APA, Schedule B/C/G).
Lead the QA team and manage audit/assurance activities for the Victorian business unit, ensuring compliance with WorkSafe obligations.
Identify emerging/current operational risks; drive continuous improvement and remediation with Operations; provide risk-based insights to leadership.
Liaise with internal/external stakeholders (Victorian SLT, Executives, WorkSafe Victoria); report on outcomes, penalties/remuneration impacts, and remediations.
Minimum 5 years in audit or quality assurance with direct people leadership.
Extensive knowledge of Victoria Workers Compensation and WorkSafe Agent contracts/remuneration (APA, Schedule B/C/G).
Proven ability to lead, analyse data, produce clear reports, influence processes, and drive improvements; strong communication and time management; strategic mindset.
Experience delivering health checks and performance metrics; capability to develop data-driven insights for operational performance.
Ability to buil
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
Gallagher Bassett (GB) is Australia and New Zealand’s premier third party claims administrator. We manage claims on behalf of insurers, brokers, government bodies and self-insured organisations. We are part of the leading global risk management and insurance group Arthur J Gallagher & Co.
Life at GB is an adventure - often fast paced, unpredictable, challenging and deeply rewarding. It is social and engaging, with our unique and positive culture underpinned by The Gallagher Way – values lived daily by our people.
In addition to flexible working options, we also offer supportive learning and career pathways and provide ongoing access to training and career development. We invest in our people through strong succession planning and have a number of mentoring and training programs available.
There are some great things happening at GB and, we want YOU to be a part of it!
As the Quality Assurance Manager, you will join the Legal, Risk, Audit and Compliance team, who are responsible for managing, at a national level all aspects of both enterprise and operational compliance, audit and risk to the organisation, its employees and clients. The division aims to support the delivery of strategic objectives and meet the obligations of all relevant industry regulators and licensing/claim management regimes. The Operational Risk – Personal Injury stream is a component of the broader team and is responsible for all audit and assurance activity, as well as the management of operational risks relating to our national personal injury business.
Reporting to the Head of Operational Risk – Personal Injury, this leadership role is integral in managing and delivering meaningful audit and health check results and insights to Operations to support performance improvement, and audit and assurance activities.
Play a pivotal role in identifying emerging or existing operational risks that might impact our performance, Work closely with Operations on continuous improvement and remediation activities Foster open and transparent relationships with our internal and external clients Lead assurance activity including audits and health checks and provide advice and value add services to our internal and external clients Promote a positive risk & compliance culture within the business
With added flexibility, professional development and a dynamic team culture, there is no better time to be joining GB!
How You'll Make An Impact
Develop and maintain the audit and assurance program for Victoria, including the development of data analytics, metrics and performance reporting that identifies current and emerging operational risks related to the Victorian business unit; Analyse performance in and expand the application of the Health Check program of work in conjunction with Operations, to ensure that any emerging or existing risks are identified and acted upon promptly; Work closely with Operations to ensure transparency around audit and assurance activity outcomes, escalate emerging or existing risks and provide advice to the business of likely impacts including penalties or impacts to remuneration as well as providing advice on necessary remediations; Liaise with both internal and external stakeholders including GB Victorian SLT, GB Executives and WorkSafe Victoria regarding audit and assurance activities, performance, risk and remediations; Apply a continuous improvement lens to all functions undertaken by the Quality Assurance team and performance of all remuneration measures generally, to ensure the Victorian business unit is provided with necessary insight to improve operational performance across all key metrics; Perform audit and health check activities where required to assist the Quality Assurance team in meeting both contractual audit and scheduled Health Check activity; Complete monthly and quarterly reporting including attendance at relevant monthly and quarterly meetings for both the GB Vic SLT and GB Executive; Develop as necessary, manage and oversee updates required to the Internal Control Framework; Ensure compliance with state-based regulatory and contractual obligations; Complete other duties and responsibilities as directed by Head of Operational Risk – Personal Injury.
About You
Minimum 5 years' experience in audit or quality assurance roles; including direct team leadership experience; Extensive knowledge of the Workers Compensation scheme in Victoria; Extensive knowledge of the WorkSafe Agent contract, remuneration structure and performance measures including the APA, Schedule B, C and G of the Agency Agreement;
To be considered for this opportunity you must have right to live and work in Australia when applying.
Unsolicited agency applicants will not be considered for this position.
Gallagher Bassett is an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. As a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace. We will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
Compensation And Benefits
On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.
4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle Leave Novated Leasing opportunities Two paid volunteer days annually Health Insurance Discounts with our Group Insurance Plan Employee Stock Purchase Program Paid parental leave
Flexible and hybrid work arrangements Mental Health and Wellbeing Support for yourself and immediate family members Employee Recognition Awards and Service Milestone Recognitions Peer Support Program Annual flu vaccinations Access to Reward Gateway – discount offers at over 350 retailers! And more...
We value inclusion and diversity
Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.
Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.
Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.
Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.