Member Onboarding Team Leader

HCF; Parramatta; Ibrido; AUD 90.000 - 120.000; Tempo pieno

Vantaggi offerti da questo lavoro

Flexible working arrangements

50% subsidy on health cover

Family-friendly certified employer

18 weeks parental leave

Mental health and wellbeing programs

Discounts on products

Descrizione del lavoro

HCF is seeking a leader for the Member onboarding team to manage, coach and support a high‑performing group focused on delivering a best-in-class, member-centric onboarding experience.

You will drive retention and satisfaction targets while overseeing day-to-day operations, performance management, and escalation handling within a hybrid work model (2 days in office, 3 days at home).

Competenze

• Experience leading customer service/ contact centre teams.
• Strong people leadership and performance management skills.
• Ability to interpret performance and quality data.
• Clear written and verbal communication with sound judgement.
• Commitment to member outcomes, compliance and continuous improvement.
• Experience with privacy and regulatory frameworks in health insurance.

Mansioni

• Lead daily operations of the Welcome call team to meet targets and deliver member-focused experiences.
• Set expectations, run regular meetings, coaching and performance reviews.
• Use data to coach the team and address performance gaps.
• Manage performance, attendance, conduct and capability matters.
• Ensure enquiries are resolved at first point of contact where possible.
• Oversee escalated complaints resolution.
• Maintain knowledge of regulatory environment and health insurance code of conduct.
• Collaborate with workforce, quality, learning, product and operations to deliver outcomes.

Conoscenze

People leadership

Performance coaching

Data interpretation

Communication

Regulatory compliance

Systems proficiency

Private health insurance knowledge

Strumenti

Contact centre systems

Descrizione del lavoro

Lead a high-performing onboarding team, drive member retention and create outstanding member experiences from day one.

Summary

As the leader of the Member onboarding team you will manage, coach and support the team to deliver a high-quality, customer-focused service approach to new members of HCF.

You will be accountable for leading the team to achieve individual and team-based retention and customer satisfactiontargets.

--> Hyrid work arrangement: 2 days in office, 3 days at home

What You’ll Do

• Lead the daily operations of the Welcome call team to achieve business targets while delivering a consistent, member-focused experience.
• Set clear expectations and maintain regular meetings, one-on-ones, coaching and performance reviews.
• Use quality, productivity, service and member feedback data to coach the team and address performance gaps.
• Manage performance, attendance, conduct and capability matters promptly and fairly.
• You will oversee the smooth day-to-day operation of the team, ensuring customer enquiries and requests are resolved effectively at the first point of contact wherever possible.
• Manage and resolve escalated complaints from members, providers, intermediaries and the Ombudsman through to resolution.
• Maintain current knowledge of the regulatory environment, including private health insurance legislation, competition and consumer law, privacy requirements and the Private Health Insurance Code of Conduct.
• Partner with workforce, quality, learning, product and operational stakeholders to deliver agreed outcomes.

About You

• Experience leading, coaching or supporting performance in a customer service, sales or contact centre environment.
• Strong people leadership skills, including setting expectations, giving feedback and managing performance, attendance and conduct matters.
• Ability to interpret performance, quality and operational data and turn insights into action.
• Clear written and verbal communication, sound judgement and strong organisation.
• Commitment to member outcomes, compliance, accountability and continuous improvement.
• Proficiency with contact centre systems, reporting tools and accurate record keeping.
• Experience in private health insurance or another regulated service environment.

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.

Purpose-driven passion

We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.

Wellness and work-life balance

We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:

• Flexible working arrangements
• 50% subsidy on HCF hospital and/or extras cover
• Family-friendly certified employer
• 18 weeks of parental leave for all new parents
• Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
• Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.

Collaboration and inclusivity

We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.

Continuous learning and growth

We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.