Team Leader Claims Processing & Admin Services

• Start Date: July 2024
• Location: Hybrid role, based in our Melbourne CBD
• 12-month Fixed term, full time role

The heart of the role:

The Team Leader’s primary role is to lead, develop, mentor, coach and inspire a team population by driving a high-performance culture that is focused on delivering an exceptional customer experience that is efficient, profitable, and sustainable.

The Team Leader is responsible for the day-to-day operations and will be required to analyse results and performance and deliver strategies to achieve and exceed individual and team targets. This will be achieved through the development of individuals through behaviour coaching and performance management whilst embedding a customer centric, and first resolution culture.

This is a hybrid fixed term 12-month position , with the possibility of extension for the right candidate.

Key responsibilities include:

• Effectively lead and manage people, processes and technology to facilitate the delivery of excellence in service, operational and productivity efficiencies, people performance and achievement of financial budgets, while ensuring Admin Services and Claims Processing is a place where people want to work
• Monitor and increase conversion rates within team through better use of call practices and coaching
• By personal example lead the adoption of Bupa Australia Vision and Values
• Proactively manage change and coach the team through change management process.
• Foster effective relationships with other business units to ensure success of business initiatives.
• Effective day to day management of the team acting as a point of escalation for decision making
• Manage the performance of the team in line with Bupa’s policies and processes and in a way that leads to improvements in employee engagement
• Identify, support and implement strategic initiatives to ensure efficiencies and increase automation

About you:

• Minimum 2-5 years' experience in a leadership role, coaching others to achieve better customer experiences
• Proven ability to successfully lead and inspire teams to achieve or exceed targets through driving a high-performance culture
• Experience in building strong sustainable partnerships with both internal and external stakeholder groups
• Demonstrated experience in managing customer relationships and highly legislated claims environment
• Ability to work in a rapidly changing, sometimes high-pressured environment and meet deadlines
• Experience in effectively resolve provider / broker / client complaints
• Organizational skills and strong ability to manage complex processes
• Driven to make decisions based on business policies and customer needs
• Strategic and result-oriented team player with a track record of success and the ability to work independently

About Bupa Asia Pacific & What it is like working here

Bupa is an international healthcare group which has been committed to a purpose of helping people live longer, healthier, happier lives and making a better world for more than 70 years.

Bupa Asia Pacific operates in Australia, New Zealand, and Hong Kong, supporting about 6.5 million customers through a broad range of health and care services including health insurance, aged care, dental, medical, optical, and hearing services. Employing more than 20,000 people in the region, we believe that we can make a real difference to the lives of customers through our values, purpose, and the way that we deliver personalised care.

Since 2002, we have reinvested approximately $6 billion in the region, with the Bupa Foundation investing more than $34 million to support 130+ health and care projects.

Our people reflect the diversity of our community. At Bupa, your wellbeing, identity, and own story is respected and valued.

Please note that selection processes will commence immediately following closing date and late application may result in exclusion from the process.