Doctors' Health Fund is the leading provider of private health insurance to Doctors throughout Australia. As a part of the Avant Mutual Group, we look after the needs of over 50,000 health care practitioners, students and their families.
We pride ourselves on our personal, expert service and providing extraordinary outcomes for new and existing members.
This is a permanent, full-time role based in our Sydney team.
About the RoleThe Member Services Team Leader is responsible for leading a dedicated team to deliver exceptional service to our members. This role focuses on guiding, supporting, and developing team members to ensure they meet performance targets and adhere to regulatory standards. Key responsibilities include Leadership and Development, Performance Management, Process Improvement, Regulatory Compliance, and Collaboration.
Additionally, Team Leaders serve as the escalation point for complex queries and complaints and play a crucial role in Extended Leadership Team across Doctor's Health Fund.
Coach and lead a team in delivering high-quality standards in customer service experience for our members.Adapt quickly in a complex landscape and maintain motivation and morale during high-pressure periods.Maintain an open mind to influence and drive change and improvements within the team and ultimately for members.Manage BAU of teamwork allocations, leave arrangements, and work with other Team Leaders to ensure service standards are met across Member Services.Ensure the business meets the appropriate KPIs, workflow targets, and control frameworks in place to comply with business service level agreements, compliance expectations, and regulatory obligations.Support the development and delivery of continuous improvements to enhance the member and team experience.As the business develops, the position will continue to evolve and the incumbent is expected to adopt a flexible approach to work requirements and to undertake new or alternate duties as required. This may include adoption of new technologies, new work procedures, and new expectations.
Key Responsibilities:Leadership & DevelopmentMentor and develop team members, fostering a positive and productive work environment.Be an advocate for our customer charter principles where we commit to being Honest, Expert, Responsive and Easy (H.E.R.E) for our members in the service we provide.Lead by example in behaviours that support and foster an open team culture while building employee engagement.Ensure clear and accurate communication is delivered to the team.Lead the team through the employee journey, including recruiting, onboarding, coaching, and performance management.Performance ManagementMonitor and manage daily team performance, ensuring service levels and quality standards are met.Regularly monitor key performance indicators (KPIs) to track team and individual performance against targets.Implement structured feedback mechanisms to provide team members with regular and actionable feedback.Analyse performance data to identify trends in strengths and areas for improvement.Foster a culture of continuous feedback and open communication to support ongoing performance improvement.Process ImprovementsIdentify and implement solutions on issues, including process, procedures, and systems improvements.Coordinate and prioritise process improvements within Member Services.Encourage team members to participate in projects and collaboration sessions.Risk and ComplianceDrive risk and fraud awareness within the team.Conduct regular reviews of all member services processes to meet compliance obligations.Participate in regular control testing requirements to ensure our processes are effective in mitigating risks.To be successful you will have:Successful track record in a people leadership role in a highly regulatory environment (Private Health Insurance Preferred).3+ years' experience in a call centre environment as a Team Leader/Manager.Forecasting & Resource Planner (essential).Ability to deliver effective communication (essential).Problem Solving Skills (essential).Organizational Skills (essential).Leadership and motivation (essential).Attention to detail (essential).Why work at the Doctor's Health Fund?At Doctors' Health Fund, our people are the centre of everything we do for our members. We offer a range of benefits and opportunities to enable you to make a difference, learn, and grow in your career.
Discount of 25% on Private Health Insurance, free Salary Continuance Insurance.Flexible working arrangements designed to enable genuine work-life balance.Employee Referral Program which rewards $5,000.Support via Employee Assistance Program (EAP), Health and Wellbeing programs, Tertiary Education Sponsorship and Support.Please note: Doctors' Health Fund is a vaccinated employer. Prior to the commencement of your employment, you are required to be fully vaccinated against the Covid-19 virus or have a medical certificate stating that you cannot receive a Covid-19 vaccination for valid medical reasons.
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