Title: Manager, Triage and Resolution Location: Brisbane Australia Fixed Term Temporary $76076 - $80446 Salary Position type Part-time - Manage the efficient and effective delivery and coordination of a diverse and multifaceted team including: - Oversee the team's efficient management, receipt and initial triaging of all health service complaints and other matters directed to the OHO. - Ensure initial triaging and preliminary risk assessments are conducted in a timely and efficient manner, and cases are accepted (or not accepted) and progressed to appropriate teams for action. - Oversee the efficient management and triaging of health service complaints made by prisoners within Queensland, ensuring administrative decisions are correct and appropriate, and monitoring the management of referrals to relevant agencies (under s.92 of the Health Ombudsman Act 2013) and the response to such referrals. - Lead the team to apply legislation, professional standards, codes of conduct and other formal guidelines to undertake robust and transparent delegated administrative decision-making, primarily on whether complaints and other matters are within jurisdiction and to be accepted by the OHO within staturory timeframes. - Assist the Director in providing feedback, coaching, and mentoring staff, and support staff development in the intake, triage and management of health service complaints and notifications. Success criteria To be successful in this role you will have: Extensive knowledge of legislative requirements within the context of triaging and prioritising complaints, and knowledge of, or the ability to quickly acquire knowledge of the Health Ombudsman Act 2013 and the Health Practitioner Regulation National Law (Queensland). (Accountability) Extensive knowledge and proven experience in coordinating/leading high level complex Practitioner and systemic matters in a sensitive environment utilising a person-centred, trauma informed and culturally safe and capable way. (Vision) Extensive experience and proven ability in coordinating complaints processes and administrative decision-making in a high volume and sensitive environment. This includes a demonstrated ability to work across boundaries and interact with other areas of the organisation to deliver results. (Vision) Ability to monitor changes in the complaints and health environment and strive to facilitate the adoption of digital technologies and use of data to deliver a high-quality complaints experience for stakeholders. (Vision) Significant experience in case management systems and the prioritisation of caseloads to achieve strict deadlines, in a high-risk and sensitive environment. This includes the ability to lead and motivate team members. (Results) High level analytical and written and verbal communication skills and the ability to implement systems and prepare reports, policies, and procedures. (Results) Demonstrated capability in training team members and conducting quality assurance processes with strong and supportive feedback mechanisms to drive improvement and achieve desired outcomes. (Results) Demonstrated ability to role model the organisational values and contribute to a positive workplace culture which embraces flexibility, change, and innovation (Results)

• Own and evolve Affirm’s global mobility strategy across immigration, remote work, and global assignments • Establish globally consistent policies and decision frameworks for immigration, cross-border work, and permanent transfers, with appropriate local flexibility • Build scalable processes and tooling to support global mobility in a remote-first environment • Partner with internal Legal and external counsel to deliver compliant, forward-looking immigration and mobility programs • Advise senior leaders on immigration, mobility, and location decisions, incorporating evolving regulatory requirements and impacts, and balancing business needs, cost, and employee experience • Partner with Legal, Tax, Finance, Total Rewards, Payroll, Equity, and Talent to deliver aligned, business-relevant programs • Lead vendor strategy and optimize partnerships with immigration counsel and mobility providers • Translate complex requirements into clear, employee-friendly policies and guidance • Drive adoption of mobility frameworks through stakeholder education and enablement • Establish and maintain reporting and analytics to track program effectiveness and inform decisions (e.g., timelines, SLAs, KPIs, compliance outcomes, employee experience)

• Own and evolve Affirm’s global mobility strategy across immigration, remote work, and global assignments • Establish globally consistent policies and decision frameworks for immigration, cross-border work, and permanent transfers, with appropriate local flexibility • Build scalable processes and tooling to support global mobility in a remote-first environment • Partner with internal Legal and external counsel to deliver compliant, forward-looking immigration and mobility programs • Advise senior leaders on immigration, mobility, and location decisions, incorporating evolving regulatory requirements and impacts, and balancing business needs, cost, and employee experience • Partner with Legal, Tax, Finance, Total Rewards, Payroll, Equity, and Talent to deliver aligned, business-relevant programs • Lead vendor strategy and optimize partnerships with immigration counsel and mobility providers • Translate complex requirements into clear, employee-friendly policies and guidance • Drive adoption of mobility frameworks through stakeholder education and enablement • Establish and maintain reporting and analytics to track program effectiveness and inform decisions (e.g., timelines, SLAs, KPIs, compliance outcomes, employee experience)

Role Description As a Claims Manager at Reserv, you will be a working leader providing support to a Claims Director with leadership and claim technical responsibilities. Leadership responsibilities will include overseeing work done within the Commercial Auto Claims adjusting staff. We want your background and experience to deliver operational effectiveness, particularly in leveraging technology and analytics to drive better efficiencies and performance. You will serve a critical role with the team, the customers, and the client. This role will balance management responsibilities and individual contributor responsibilities when volume dictates the need for assistance with a claim. Qualifications - Highly motivated and growth-oriented, impactful and influential - Claims professional with a track record of success in commercial auto claims adjudication - Strong leader with formal management experience or a proven track record of peer and project leadership - Tech-oriented with proven results leveraging technology and analytics - Passionate about team and customer experience - Empathetic leader exercising empathy and patience - Sense of urgency while maintaining work-life balance - Creative in challenging existing assumptions - Curious and decisive in decision-making - Problem solver with a focus on both details and the big picture - Anti-status quo, proactive in making changes - Communicative and comfortable with phone communications throughout the claims process - Possesses a sense of humor Requirements - 10+ years of insurance claims experience in multiple lines of business, preference for auto with some bodily injury experience - 5+ years of leadership experience, preferably managing in a remote environment - Comfortable with technology and evolving claims systems and processes - Demonstrated commitment to quality, accuracy, and attention to detail - Integrity, ethics, and a strong sense of accountability in handling confidential information - Active adjuster license required: resident state license if available, otherwise a Designated Home State (DHS) license Benefits - Generous health-insurance package with nationwide coverage, vision, & dental - 401(k) retirement plan with employer matching - Competitive PTO policy to keep employees fresh, healthy, happy, and energized - Generous family leave policy after 8 months of continuous work - Work from anywhere to facilitate work-life balance - Apple laptop, large second monitor, and other quality-of-life equipment