Service Manager

Service Manager

**Let's talk about who we are**

The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value. nib is a trusted health partner, helping members and travellers make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.

We're looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary. Extraordinary comes in different perspectives and experiences. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day.

**Let's talk about diversity, equity and inclusion**

**Let's talk about this role**

The Service Manager will lead an energetic, high performing team to deliver personalised health care to members when they need it most.

By fostering a high-quality performance culture, you will lead teams to deliver best in class member experience activities to deliver personalised and highly valued experiences to members in every interaction.

Your approach to goal setting and performance will enable team members to deliver first class member solutions, ultimately reducing frustrations and improving the member experience at every milestone. You will impact these outcomes through tailored mentoring, coaching and guidance to service team members. More specifically, you will:

- Develop performance leads through mentoring, coaching, and the provision of constructive feedback, counselling, and recognition
- Contribute to and implement a culture of continuous improvement where employees are engaged and empowered to challenge the status quo
- Support the delivery of strategic initiatives and drive a digital first mindset
- Deliver process improvements through collaboration with stakeholders for key episodes and moments of truth along the customer journey
- Focus on driving member experience for nib by utilising front line insight for opportunity and ensuring staff are enabled to deliver an enhanced member experience

**Let's talk about you**

You will be best placed for success as Service Manager from your experience managing teams in customer service, with a growth culture mindset and excellent leadership capability. You will have a proven record of delivering results in high pressure environments while challenging the status quo and influencing stakeholders and partners.

We are looking for a strategic thinker who can lead our company towards continued growth and success.

You will have extensive experience with best practice communication and change management and a demonstrated understanding of emerging technology as it relates to member and employee experience.

**Let's talk about working at nib**
Our hybrid working approach means our employees work outside of the office for most of the time. Our hubs offer workspaces to connect and collaborate for events, meetings, or activities. To help our employees embrace working outside of the office, we provide financial support to set up and maintain their home workspace. nib's approach to flexibility is focused on personalisation and giving our employees choice - not only in where they work, but also when and how.

Other benefits to support you at work (and play) include:

- Generous discounts on nib health and travel insurance products including 50% discount on employee health insurance
- The opportunity to give back to the community through paid leave for volunteering through nib Foundation
- Support your better health - whatever that looks for you - through our nib Well Program and corporate fitness discounts
- Access to our employee share plans, short-term incentive program and life and salary continuance insurance benefits
- Benefits to support our diverse workforce with 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

**The fine print**
All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

Job ID JR103082