Member Growth and Retention Manager

2 weeks ago

Sydney Central Business District, Australia HCF Full time

**About rt health**

rt health is a not for profit organisation that provides health cover to transport and energy industry employees and continues to grow today to ensure we provide simple health insurance solutions and great value to our members.

In November last year rt health merged with Australia’s largest not-for-profit health fund, HCF.

As proud, member-owned organisations, we share a commitment to improving the wellbeing of our members and understand the significant value provided by not-for-profit mutuals. We believe this merger will deliver more benefits and better long-term value for rt members while supporting the viability of the mutual health fund industry.

**About the role**

To provide leadership to the Membership Growth and Retention Team in driving and delivering membership growth, achieving retention and sales targets
- Leading the team and mentor direct reports
- Provide ongoing training, coaching and skills development in the fund’s chosen sales methodology
- Provide departmental performance updates to management team as requested
- Maintain currency of knowledge regarding the regulatory environment, particularly with regard to PHI legislation, competition and consumer law, privacy and the PHI Code of Conduct.
- Ensure employees are fully conversant and trained in all aspects of the rt health fund groups business, processes and products
- Manage and resolve complaints from members, providers, intermediaries and the Ombudsman.
- Effective team management including undertaking performance management and performance appraisals of direct reports
- Manage Member Growth queues to ensure service and sales and retention targets are achieved for growth KPI
- Ensure an exceptional level of member service is provided through all interactions within all channels
- Ensure the objectives are achieved through the delivery of weekly, monthly and annual membership sales and retention targets
- Implement outbound sales, cross-sell and up-sell campaigns as directed and report on outcomes

**About You**
- Previous experience leading and managing a sales team
- Experience in a phone-based customer service and sales role
- High level customer service and organisational skills
- Health insurance knowledge and experience is desirable, but not essential
- General Insurance knowledge and experience is desirable, but not essential
- Proactive, positive and enthusiastic nature

**Culture**

Working in the health insurance industry, we know how important it is to prioritise the wellbeing of our own people. We’re all about creating a fantastic people experience, guided by our values, so that we can in turn better deliver for our members. We work with our people to create a work experience that is inclusive, supportive, safe and respectful so we can do the best for our members.

Come and join our rt Health team

**Benefits**
- Up to 50% discount on health cover, pet & travel insurance
- Flexible work arrangements
- Family & Friends day
- Organisational wide Recognition & Rewards program
- Generous Parental Leave Scheme
- Certified Family Friendly Workplace
- Health & Wellbeing Initiatives

A career with us - How to Apply

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