Member Experience Improvement Manager - Private Health Insurance Full time
Are you ready to rediscover remarkable and make a positive impact on people's lives? At GMHBA, every day brings an opportunity to empower and support communities to live well. Join us to be part of something meaningful and discover the remarkable benefits of working at GMHBA.
In 2024 GMHBA will celebrate 90 years of operations, having originally formed to provide healthcare to Geelong cement workers and growing to become one of Australia's largest regionally based health insurers. As a community-focused not-for-profit, we live and breathe exceptional care and are dedicated to making GMHBA a remarkable place to work. We value building connections, embrace individuality, and maintain a supportive, performing culture. GMHBA offers a flexible workplace, a community-focused culture, and a great regional lifestyle.
About the opportunity We are evolving our Private Health Insurance (PHI) team, with a new Member Experience team structure designed to deliver our organisational objectives, prioritise the needs of our members experience, and continue to foster a culture of engagement, innovation, and growth. We are looking for a dynamic and results-driven Experience Improvement Manager to lead GMHBA's quality assurance, learning and development, and complaints functions. Reporting directly to the Head of Experience – Member Services, you will collaborate closely with peers across Member Experience, Member Sales and Retention, and Workforce Optimisation to drive continuous improvement.
In this role, you will take the lead in identifying opportunities to uplift the capability of our Service and Sales teams, with a sharp focus on enhancing both member experience and sales outcomes. You'll work to create a culture of continuous learning and development, ensuring that our teams are equipped with the skills, knowledge, and tools they need to deliver outstanding service and drive better business results.
By analysing performance, identifying skill gaps, and driving targeted training initiatives, you will play a pivotal role in raising service standards, improving sales effectiveness, and helping the organisation achieve its strategic objectives. This is a fantastic opportunity for someone passionate about building team capability and delivering measurable improvements that positively impact both our members and teams.
The nature of this role requires a minimum presence of 3 office days, in our Geelong head office.
About you Through your application, you will be able to showcase your experience in the following critical areas:
Leading with authenticity, instilling a growth mindset, and inspiring teams to do remarkable things. Championing a learning culture and leading a team of dedicated L&D professionals to design and deliver training solutions, in a highly regulated and complex service and sales environment. Defining and enhancing quality and feedback frameworks, in a way that is people-focussed and aligned to the delivery of organisational objectives. Confidently recommending enhancement to operational processes to improve member experience and the organisations' complaint resolution performance. Deep technical capability of regulatory and risk environments. Strong written communication skills are essential as you will be required to draft clear, concise, and professional reports and correspondence for senior stakeholders and external authorities, including industry Ombudsman. A passion for living daily with data and surfacing insights that will make a difference in our member interactions. If you believe that you would be a great fit for our team, but don't quite tick all of the boxes, we encourage you to consider applying.
Let's get started.
Submit your application online today. Applications close Friday 29 November, 5pm.
If you have any questions about this position or the recruitment process, please reach out to the careers team at
At GMHBA, we value a diverse and inclusive culture. We are committed to creating a workplace where every single person feels valued and can be their true, authentic selves. It allows us to be more reflective of our community, have a range of perspectives, and better support our customers, members, and patients. We encourage candidates with diverse backgrounds, experiences, perspectives, and beliefs to apply for this role.
In submitting an application, you agree that you have read and accepted the terms and conditions of our recruitment privacy statement: gmhba.com.au/privacy.
Please note, candidate screening and interviews may commence prior to the closing of the advertisement so get your application in as soon as possible.
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