Performance Lead - Retention

at  nib Group

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 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

As the Team Leader within a contact centre settin , you will provide leadership and enhance the overall performance and effectiveness of Member Engagement & Retention frontline teams. You will deliver strong coaching, support, and performance management to your team to deliver the strategic growth 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