Digital Channels Manager

2 weeks ago

Melbourne, Australia Australian Unity Group Services Pty Ltd Full time

Australian Unity Group Services Pty Ltd

Our Opportunity
The Digital Solutions Manager will lead the Digital Solutions service team within Australian Unity’s Health Insurance sector. You will also be championing our digital solutions servicing strategy to consistently ensure existing and new initiatives are delivering our Customer Value Proposition.
Ultimately, you’re not only essential to leading our customer service champions, you’ll also utilize your knowledge and research of industry digital trends, data analysis, and insight to provide recommendations to improve the digital service experience for Health Insurance and Australian Unity.

**Your responsibilities will include, but are not limited to**:

- Leading a team of Digital Solutions Specialists whose role is to resolve member enquiries whilst delivering an accurate and great member experience
Partnering and collaborating across functions to deliver on key digital strategic initiatives and projects to deliver improved or new digital servicing solutions
- Developing and recommend digital servicing solutions including but not limited to strategy, automation, emerging technology
- Managing successful implementation of change into business including digital service solutions
- Supporting our people, members, and providers through active real time monitoring solutions ensuring optimisation of our digital servicing channels and resources
- Preparing regular management and performance dashboard reports
- Leading the Digital Servicing experience this role has a current day and future facing focus on customer experience, process automation, business improvement and control effectiveness.
What we are looking for
We are looking for a proactive and committed leader who is particularly passionate about achieving exceptional results, receptive to continuous change and a role model for peers.
Your skills and experience will include;
- Role model values with everything we do and create a team culture of Values in Action to help self and our people to thrive
- Be an adaptive leader to coach and develop our people in new ways and within new environments to ensure each person is delivering or above their goals
- Extensive experience in leading a digital sales or servicing team or leading a contact centre
- Demonstrated experience in developing and delivery digital channel servicing strategies
- Demonstrated experience leading projects/ change initiatives specifically relating to improving digital servicing channels
- Experienced collaborating with senior level stakeholders within projects/ change initiatives that you’ve lead
Passion and experience in leading and inspiring a contact centre team
What’s on Offer
You will enjoy a range of great employee benefits and rewards including:

- Competitive salary & bonus program
- Enjoy additional yearly Wellbeing 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 family 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

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