Member Services Team Leader

About Doctors’ Health Fund

Doctors’ Health Fund is the leading provider of private health insurance to Doctors throughout Australia. As a part of the Avant Mutual Group, we look after the needs of over 50,000 health care practitioners, students and their families.

We pride ourselves on our personal, expert service and providing extraordinary outcomes for new and existing members. 

This is a permanent, full-time role based in our Sydney team.

About the Role

The Member Services Team Leader is responsible for leading a dedicated team to deliver exceptional service to our members. This role focuses on guiding, supporting, and developing team members to ensure they meet performance targets and adhere to regulatory standards. Key responsibilities include Leadership and Development, Performance Management, Process Improvement, Regulatory Compliance, and Collaboration.

Additionally, Team Leaders serve as the escalation point for complex queries and complaints and play a crucial role in Extended Leadership Team across Doctor’s Health Fund.

Key Challenges:

• Coach and lead a team in delivering a high-quality standards in customer service experience for our members
• Being able to adapt quickly in a complex landscape and maintain motivation and morale during high pressure periods.
• Maintain an open mind to influence and drive change and improvements within the team and ultimately for members
• Manage BAU of teamwork allocations, leave arrangements and work with other Team Leaders to ensure service standards are met across Member Services
• Ensure the business meets the appropriate KPIs, workflow targets and control frameworks in place to comply with business service level agreements, compliance expectations and regulatory obligations
• Support the development and delivery of continuous improvements to enhance the member and team experience

As the business develops, the position will continue to evolve and the incumbent is expected to adopt a flexible approach to work requirements and to undertake new or alternate duties as required. This may include adoption of new technologies, new work procedures and new expectations.

Key Responsibilities:

Leadership & Development 

• Mentor and develop team members, fostering a positive and productive work environment.
• Be an advocate for our customer charter principles where we commit to being Honest, Expert, Responsive and Easy (H.E.R.E) for our members in the service we provide
• Lead by example in behaviours that support and foster and open team culture while building employee engagement 
• Ensure clear and accurate communication is delivered to the team
• Lead the team through the employee journey. This includes:
    • Recruit employees that are professional, motivated and the right fit for the job
    • Manage the on-boarding/off boarding of employees
    • Offer one-on-one coaching sessions to help team members develop their skills and achieve their performance goals.
    • Develop and oversee performance improvement plans for team members who are not meeting expectations
    • Identify training needs based on performance data and ensure team members receive necessary training and development opportunities.
    • Conduct formal performance reviews, providing comprehensive evaluations and setting future goals.

Performance Management 

• Monitor and manage daily team performance, ensuring service levels and quality standards are met.
• Regularly monitor key performance indicators (KPIs) to track team and individual performance against targets 
• Implement structured feedback mechanisms to provide team members with regular and actionable feedback 
• Analyse performance data to identify trends in strengths and areas for improvement 
• Foster a culture of continuous feedback and open communication to support ongoing performance improvement
• Benchmark team performance against industry standards and best practices to maintain competitive performance levels
• Allocate resources effectively to ensure optimal team performance and workload balance.

Process Improvements
 
• Identify and implement solutions on issues, including process, procedures, and systems improvements
• Coordinate and prioritise process improvements within Member Services 
• Identify opportunities and deliver feedback on personal knowledge or performance gaps
• Provide constructive feedback to team members to enable performance improvement
• Communicate and collaborate with team members about, and transition them through change
• Encourage team members to participate in projects and collaboration session

Risk and Compliance

• Drive risk and fraud awareness within the team
• Conduct regular reviews of all member services processes to meet compliance obligations
• Conduct quality assurance across all processes in conjunctions with quality framework 
• Manage incidents and issues in our central repository system (protecht)
• Participate in regular control testing requirements to ensure our processes are effective in mitigating risks. 

Collaboration

• Work closely with other departments to achieve company objectives
• Facilitate regular team meetings to discuss progress, share updates, and address any challenges.
• Engage with key stakeholders to understand their needs and incorporate their feedback into team activities.
• Collaborate with other teams to identify and solve complex issues that impact multiple areas of the business. 
• Lead or participate in cross-functional projects, ensuring that team contributions align with overall project goals. 
• Build and maintain strong working relationships with colleagues across the organization.

To be successful you will have:

• Successful track record in a people leadership role in a highly regulatory environment (Private Health Insurance Preferred) 
• 3+ years’ experience in a call centre environment as a Team Leader/Manager
• Forecasting & Resource Planner (essential)
• Knowledge of HAMBS system (beneficial)
• CXone telephony system (beneficial)
• Ability to deliver effective communication (essential)
• Problem Solving Skills (essential)
• Ability to influence constructively (essential)
• Organizational Skills (essential)
• Leadership and motivation (essential)
• Attention to detail (essential)

Why work at the Doctor’s Health Fund?

At Doctors’ Health Fund, our people are the centre of everything we do for our members. We offer a range of benefits and opportunities to enable you to make a difference, learn, and grow in your career.

Discount of 25% on Private Health Insurance, free Salary Continuance Insurance
We value our people by offering an inclusive workplace with flexible work, career development and internal mobility opportunities. Our flexible working arrangements are designed to enable genuine work-life balance.
Your development is our priority and we have a variety of learning and development programs that will support you in your career.
Employee Referral Program which rewards $5,000
We offer support to our people via Employee Assistance Program (EAP), Health and Wellbeing programs, Tertiary Education Sponsorship and Support.
We have a diverse and connected work environment where your contribution and ideas will be valued and respected and make a real difference to the lives of others.

Please note: Doctors' health Fund is a vaccinated employer. Prior to the commencement of your employment by Doctors' Health Fund, you are required to be fully vaccinated against the Covid-19 virus or have a medical certificate stating that you cannot receive a Covid-19 vaccination for valid medical reasons.