Operations Manager- Core Customer Systems

1 week ago

Docklands, Victoria, Australia Medibank Full time

Will you actively create a healthier future for tomorrow?
At Medibank and ahm we're encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.

We celebrate diversity of thought because we want to make better decisions for our customers.

As we work towards our goal of better health for better lives, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders.

We are working hard to create an inclusive workplace and develop Indigenous careers.

Enterprise Digital
We are building an expert team to deliver best in class solutions for our customers. Our mission is to "_Create delightful experiences that help our customers achieve better health_".

The Opportunity


The role will work closely with key stakeholders from SAP (OSCAR), Voice, Database, Health Services and AHM teams and key service delivery vendors and requires flexibility to span between project, transition, and operational run.


This requires strong vendor operational governance, MSA, SOW and KPIs skills/experience, including the ability to provide demand planning (workload forecasting) and priority management.


This is a key operational role where you'll be supporting both project and operational run-on existing platforms, working with third party vendors as required.


Key Responsibilities Include:

  • Develop and maintain a deep understanding of Medibank's Private Health Insurance and Health Services businesses, align operational services with enterprise strategic roadmaps, and enabling business capabilities.
  • As a people leader of a team of 34, work to drive a high performing and inclusive/diverse team culture, actively delivery talent management
  • Provide direction and support to build team capability through coaching and mentoring
  • Develop strong and influential working relationships with CMCS leads AHM, OSCAR, Health Services, Voice engineers to support delivery and operational run of businessoutcome focused technology solutions that are valued by customers and clients.
  • Build and maintain close, positive working relationships with external partners with clear measurable outcomes based on MSA.
  • Identify and address service incident trends to ensure best customer experience outcomes
  • DBaaS Management of SQL server, Sybase & DB
  • Manage incidents / issues and support the Contact Centre engineers and vendors to ensure system stability, maintenance, and performance in line with business requirements.

About You


You have demonstrable leaderships skills, are operationally focused, possess a desire and ability to be hands on when required and have sound and trustworthy stakeholder management.

You are collaborative, are a solid performer and enjoy working in high performing teams.

A career with us
We believe work is something we do, not somewhere we go.

Our modes of working - Collaboration, Connection and Concentration - help inform how your day is structured and where you choose to work will vary, depending on your role and requirements.


All employees who may attend a worksite or any face-to-face work-related activity will be required to be fully vaccinated for COVID-19 as a condition of employment.


We offer a range of great benefits such as subsidised private health insurance, rewards and discounts, and health and wellbeing initiatives.

To find out more, click here.

To start small and impact bigger.

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