Performance Lead - Onboarding & Retention

at  Nib Health Funds

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
Are you ready to lead, inspire, and make a real impact? As the Team Leader of our Customer Care Sales and Retention squads, you’ll be the driving force behind our frontline heroes, guiding them to new heights of success. Your mission? To coach, support, and energise your team to smash through targets and exceed our strategic goals.

More specifically you will:

• Cultivate a winning culture where performance shines. You’ll coordinate sales and retention efforts across voice and digital channels, ensuring our teams seize every opportunity to grow and retain customers
• Develop clear, exciting goals and performance measures that empower your team to consistently deliver outstanding results. You’ll be all about turning customer moments into unforgettable experiences, reducing routine costs, and boosting customer loyalty
• From one-on-ones to team huddles, you’ll be the motivational leader who keeps everyone on track, calibrated, and ready to conquer the day

Let’s talk about you
To thrive in this role, you’ll need to have a solid track record in leadership, ideally within a Contact Centre environment—though if you’re a natural leader with experience elsewhere, we’re all ears!
You’ll join us in your local office or hub once a week for some quality face-to-face time with the team—because there’s nothing like in-person collaboration to spark creativity and connection. Plus, you’ll be part of a rotating schedule where you’ll work one night shift per week, keeping you in sync with the team’s rhythm.

We’re Looking for Someone Who:

• Knows how to steer a team to success, especially in a fast-paced environment where things move quickly and decisively
• Who has got a knack for boosting team engagement, whether you’re in the room or connecting remotely. Your coaching style is all about bringing out the best in everyone
• Your past achievements speak for themselves. You’ve consistently hit targets, and you’re ready to bring that winning mindset to our team
• Knows how to inspire, uplift, and drive your team to exceed expectations. Your leadership and interpersonal skills are top-notch, and you’re passionate about making a difference

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.

Please refer the Job description for details