Systems Enablement Lead

5 months ago

Docklands, Australia Medibank Full time

**Will you actively create a healthier future for tomorrow?**

At Medibank 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.

**The Opportunity**

The Systems Enablement Lead will work with key stakeholders to continuously improve the way we operate and drive execution of core process automation and optimisation using best-practice tools and technology. This work will deliver sustainable efficiency improvement, streamline workflows, reduce operational risks and eliminate bottlenecks.

The Systems Enablement Lead is accountable for managing program support and platform operations for Medibank’s loyalty and rewards program (Live Better). This involves building an in-depth knowledge of the program’s proposition and rules, managing third party vendors of underlying infrastructure that is the engine hub and providing support for customers, partners and corporate clients. Further, this role is responsible for developing a best practice testing and quality assurance strategy to aid in the successful implementation of a loyalty currency, promotions and Rewards Store.

**Your responsibilities will include**:

- Developing an in-depth knowledge of the program to provide customer, partner and corporate support. The role is the Loyalty escalation point for the Medibank business, frontline teams, partners, vendors and other third parties
- Monitor inbound support queries, providing guidance and timely responses
- Manage system operational processes with internal stakeholders to identify and execute on sustainable operational efficiencies and effectiveness for innovative solutions
- Drive operational efficiency and optimise performance using emerging technologies (such as AI, RPA)
- Develop a culture of continuous improvement and lead the team to upskill in technical skills through training and coaching
- Participate in risk and issue management, partnering with the business to identify the root cause of issues and manage towards a timely and successful resolution

**What are we looking for?**
- Experience in working with IT Applications team and vendors within an ITIL framework
- Experience in loyalty program management with technical, administrative and/or operation experience
- Demonstrated business analysis, quality assurance, process improvement, documentation and re-engineering experience
- Experience in process development and documentation
- Experience in process planning and optimisation - identify and drive operational efficiencies and effectiveness, streamline workflows and
eliminate bottlenecks
- Experience in new and emerging technical tools and frameworks for best practice, to automate and optimise critical business processes
- Technical proficiencies in JIRA, Confluence, SAP, Service Now and Zen Desk (software and support ticketing systems) is desirable
- Experience in Advanced MS Excel (such as developing custom-based macros)
- Experience with using emerging technologies such as RPA, without compromising quality or introducing risk
- Experience with solution architecture and systems integration. Excellent interpersonal skills with the ability to interact with all levels of stakeholders, support personnel, and clients

**A career with us**

At Medibank, 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.

We offer a range of great benefits, rewards and discounts, and health and wellbeing initiatives. To find out more, click here.

**To start small and impact bigger.

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