Address Job description
About Our Client
Our client is Australia’s first member-owned wellbeing company, delivering health, wealth and care services to more than 700,000 Australians. Today, our focus remains the same as it was 180 years ago — to deliver Real Wellbeing for our customers, members and the community.
Our Opportunity
The Digital Solutions Manager will lead the Digital Solutions customer service team within our clients Health Insurance sector. You will also be championing our digital solutions servicing strategy to consistently ensure existing and new initiatives are delivering our Customer Value Proposition.
Ultimately, you’re not only essential to leading our customer service champions, you’ll also utilize your knowledge and research of industry digital trends, data analysis, and insight to provide recommendations to improve the digital service experience for Health Insurance and our client
Your responsibilities will include, but are not limited to:
Leading a team of up to 20 Digital Solutions Consultants whose role is to resolve member enquiries whilst delivering an accurate and great member experience
Monitoring and identifying performance development opportunities to coach a team of Digital Solutions Consultants to agreed key performance indicators in channels such as email, web chat, and voice digital related enquiries
Partnering and collaborating across functions to deliver on key digital strategic initiatives and projects to deliver improved or new digital servicing solutions
Developing and recommend digital servicing solutions including but not limited to strategy, automation, emerging technology
Managing successful implementation of change into business including digital service solutions
Supporting our people, members, and providers through active real time monitoring solutions ensuring optimisation of our digital servicing channels and resources
Preparing regular management and performance dashboard reports
Leading the Digital Servicing experience this role has a current day and future facing focus on customer experience, process automation, business improvement and control effectiveness.
What we are looking for:
We are looking for a proactive and committed leader who is particularly passionate about achieving exceptional results, receptive to continuous change and a role model for peers.
Your skills and experience will include.
Role model values with everything we do and create a team culture of Values in Action to help self and our people to thrive
Be an adaptive leader to coach and develop our people in new ways and within new environments to ensure each person is delivering or above against each individual goals
Extensive experience in leading a digital sales or servicing team or leading a contact centre
Demonstrated experience in developing and delivery digital channel servicing strategies
Demonstrated experience leading projects/ change initiatives specifically relating to improving digital servicing channels
Experience with collaborating with senior level stakeholders within projects/change initiatives that you’ve lead
In-depth knowledge of digital servicing channels such as but not limited to Salesforce, webchat, social channels, product review channels, etc.
Passion and experience in leading and inspiring a contact centre team
What’s on Offer
You will enjoy a range of great employee benefits and rewards including:
Competitive salary & bonus program
Enjoy additional yearly Wellbeing and Community leave days
14-week paid parental leave
Employee Assistance Program – support and assistance for you and your family at those times in life when you need it most
Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
Discounts across the business including Private Health Insurance, General Insurance + more!
If this sounds like YOU please APPLY now via the link provided or contact Harley Darmanin on 03 8632 9957 or via email hdarmanin@dfp.com.au for a confidential discussion
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
