Performance Lead
vor 2 Wochen
Performance Lead - Retention page is loaded Performance Lead - Retention Apply locations Sydney, Australia time type Full time posted on Posted Yesterday job requisition id JR103138
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
We embrace a flexible working environment and welcome candidates that reflect the diversity of the communities in which we operate . We actively encourage Aboriginal and Torres Strait Islander peoples, people living with disability, LGBTQIA+ as well as culturally diverse community members to apply for open roles.
nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, please contact us at nibemployment @ nib.com.au.
Let's talk about this role
As the Team Leader within a contact centre setting, you will provide leadership and enhance the overall performance and effectiveness of Member Engagement & Retention frontline te ams. You will deliver strong coaching, support, and performance management to your team to deliver the strategic g rowth objections of the organisation .
You will play a crucial role in maintaining our standards of excellence and supporting the professional growth of your team members.
By developing clear goals and performance measures the Retention Performance Lead will achieve consistent performance objectives to deliver on customer growth, moments of truth, improve and reduce the cost of routine transactions, remove failure demand, decrease lapse rates, and improve customer advocacy.
More specifically you will:
Drive customer growth across a range of ‘direct to consumer’ products and brands
Set clear objectives , goals and performance metrics assigned to cross functional team members
Conduct coaching, one on ones, team huddles, calibration sessions and team meetings
Let's talk about you
To be successful in this role, you will have proven experience in a leadership role, with experience in a Contact Centre environment highly desirable.
You will be expected to attend our Sydney office once a week for team connectivity and collaboration, and to be available for one night shift per week on a rotating schedule.
Furthermore, we are looking for someone with:
The ability to effectively manage a team and thrive in a fast-paced environment
Demonstrated success in driving engagement across teams
Proven capability in remotely coaching and leading a team
Proven experience in delivering results
Ability to motivate and inspire team members
Excellent leadership and interpersonal skills
Let's talk about working at nib
Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team.
We make a commitment to come together with purpose and are excited to share moments that matter with one another.
Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace.
At nib, we're committed to creating a flexible working environment where you're free to be you.
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.
Who we are
nib Group is a trusted international health partner, empowering our members to make better decisions and improve health outcomes through greater accessibility to affordable health services and information.
nib Group provides health and medical insurance to over 1.6 million Australian and New Zealand residents. We also provide health insurance to more than 190,000 international students and workers in Australia.
In addition, we are Australia's third largest travel insurer and global distributor of travel insurance through our business nib Travel, providing financial protection and assurance to travellers wherever they are in the world
Our Purpose
Our purpose is your better health. We are a trusted partner in helping our members and travellers make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.
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