Technical Lead

2 weeks ago

Melbourne, Victoria, Australia Australian Unity Full time

**What makes us, us**

Established in 1840, we're Australia's first member-owned wellbeing company, delivering health, wealth and care services to more than 700,000 Australians. Today, while we've grown to a company of nearly 7000 employees, our focus remains the same as it was 180 years ago — to deliver Real Wellbeing for our customers, members and the community.

We support your Real Wellbeing so you can better support our members' and customers' wellbeing journey

There are four key attributes that set us apart:

- **Good people**: We strive to set ourselves apart through the capability, warmth and expertise of our people.
- **Wellbeing experts**: Our breadth of capability enables us to provide smart solutions and services across all domains of wellbeing.
- **Long-term commitment**: As a member-owned company, we've been focusing on long-term outcomes and single-minded dedication to our members and customers since 1840.
- **Driving positive impact**: Everything we do is focused on making a positive difference at a personal, community and societal level.

These pillars are infused with our values of **bold**, **warm** and **honest**

**Our Opportunity**

The key purpose of the Operations Technical Lead role is to enable and build technical capability and competency within the respective operational function. Additionally, the Operations Technical Lead plays a key role in supporting operational consultants with the relevant technical and competency development through coaching, training, skills development.

**What you will do**
- Support our people, members, and providers through planned and responsiveness support to improve the technical skills and competency of the team
- Actively manage escalations from members or providers within agreed timelines while delivering feedback to our people, teams, and or the operation
- Develop and implement team and individual technical and competency plans supported with the relevant skills coaching and feedback to drive a high performing culture
- Using both our internal quality assurance program and voice of the customer program to identify and develop individuals and the team
- Conduct frequent and ongoing reviews for the team in order to obtain visibility on individual and team performance
- Develop, implement and share coaching techniques and plans across the operations leaders
- Be a champion of change throughout the team and the contact centre ensuring that change is delivered successfully including but not limited to projects, operational changes, and initiatives

**What we are looking for**
- Proven capability to coach and develop individuals and team
- Proven ability to work in a team environment
- Ability to drive and increase a positive working culture
- Ability to adapt to change in a dynamic fast paced environment
- Independent, self-motivated and well organised
- Proficiency in MS Office and learning of computer systems

**Our Benefits**

You will enjoy a range of great employee benefits and rewards including:

- Competitive Remuneration and variable bonus
- A range of attractive product and service discounts from Australian Unity's Retail and Wealth Management portfolio - including health insurance and banking products
- Flexible Working Arrangements including Work-From-Home days with a real work-life balance
- Available access to LinkedIn Learning courses through our great Learning platform
- Additional paid Wellbeing and Volunteer leave days yearly

**Where to from here?

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