Team Leader, Ancillary Claims

Join us and let’s make a bigger difference together.

It’s an exciting time to be joining Australian Unity – we have grown significantly over recent years and are transforming to capitalise on further growth opportunities to help our customers and employees thrive. We operate with commercial principles and with a strong social purpose to create community value. Australian Unity is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Established in 1840, we’re Australia’s first member-owned wellbeing company. Today we have over $1 billion in revenue and provide smart solutions and services to more than 700,000 Australians. We employ over 7000 people and our purpose is to Help People to Thrive.

Our Opportunity

As a Team Leader within Customer Operations, you will be leading and developing a team of Ancillary Claims Assessors (10-15 direct reports), in managing their key accountabilities for our health insurance members and providers’, ensuring a positive experience is delivered accurately, each and every time.

You will work proactively with the Customer Operations Leadership Team to support our people ensuring the delivery of KPIs/scorecards, project changes, and continuous improvement strategies.

Key accountabilities include:

• Support our people, members, and providers through planned and responsiveness leadership to ensure the delivery of SLAs.
• Actively manage escalations from members or providers within agreed timelines while delivering feedback to our people, teams, and or the operation.
• Develop and implement team and individual performance & development plans supported with the relevant coaching and feedback to drive a high performing culture.
• Identify performance/development gaps and implement coaching and training to bridge the gaps to ensure delivery of all KPIs both short term and long term.
• Monitor and maintain reports on staff performance against KPI’s including documenting all coaching, development, career path, and performance improvement plan conversations.
• Conduct frequent and ongoing reviews for the team to obtain visibility on individual and team performance.
• Lead the delivery of change where required by participating in projects, initiatives and or changes impacting the operations and the broader business.

About You:

• Proven experience leading and managing a team within a contact centre or customer service environment.
• Proven capability to coach and develop individuals and team to deliver KPIs.
• Proven ability to work in a team environment.
• Ability to drive and increase a positive working culture.
• Ability to adapt to change in a dynamic fast paced environment.
• Independent, self-motivated and well organised.
• Proficiency in MS Office and learning of computer systems.

What’s on Offer:

You will enjoy a range of great employee benefits and rewards including:

• Competitive salary + bonus program
• Enjoy additional yearly Well-Being and Community leave days.
• 14-week paid parental leave, with equal benefit for both parents PLUS our Bump to Baby
• Employee Referral Program
• Employee Assistance Program – support and assistance for you and your partner at those times in life when you need it most.
• Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
• Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more!
• Available access to LinkedIn Learning courses through our great Learning platform

For further benefits visit: https://www.australianunity.com.au/careers/culture

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.