nib Group provides health and medical insurance to over 1.5 million Australian and New Zealand residents. We also provide health insurance to more than 160,000 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.
nib’s ambitious growth strategy is transforming every aspect of our business, at a pace and scale that requires our people to deliver extraordinary performance. Exploring new business initiatives through experimentation and capitalising on evolving market conditions in pursuit of growing enterprise is a key business philosophy for the nib Group. Our adjacent businesses, which include our New Zealand operations, international students and workers and our travel insurance business currently account for 30% of earnings and we actively plan to increase this to 50% of our Group earnings in the future.
To support our ambitious growth strategy, an opportunity exists for a Senior Manager to lead our Customer Relations team within nib Travel. This position creates the opportunity to be based in either our Circular Quay office in Sydney or in our Glen Waverley office in Melbourne
Some insight into the role…
As the Senior Manager – Customer Relations you will drive a positive and collaborative team culture that focuses on continual improvement and delivering business insights across the broader nib travel business.
Through effective leadership of the team, you will be responsible for managing the end to end customer complaint and dispute resolution function, which covers the early resolution, internal and external dispute resolution activities.
With the traveler in the heart of everything we do, you will ensure customer concerns are independently assessed and resolved, while also ensuring standard operating procedures are in place in order to successfully carry out the complaints and disputes function that comply with relevant regulations and obligations
You will use your experience leading the Customer relations team to influence improvement of the customer experience and delivery of quality service within nib Travel.
This role will also see you work collaboratively with internal and external stakeholders to ensure the realisation of strategies and initiatives though market insights and analysis of complaint/dispute management trends.
This really is a unique opportunity. You will have the chance to thrive in a diverse, innovative and agile environment working for an industry leader.
Due to the nature of our fast paced business, we are looking for you to have previous leadership experience in complaint/dispute resolution management, ideally having gained majority of your experience within the insurance industry.
You will possess a commercially astute awareness with a high level of analytical and interpretative skill, alongside working knowledge of Australian Standard on Complaints Handling and risk management processes systems
You consider yourself as someone who possesses first class stakeholder engagement and relationship management skills with the ability to influence and build credibility with a variety of stakeholders.
You are experienced in managing successful negotiations and balancing multiple projects simultaneously to meet deadlines. To ensure that your team is set up for success, this role requires the flexibility to travel between Sydney and Melbourne.
Why it’s worth it
At nib, one of our core values that we live and breathe day in, day out is that the ‘status quo is death’. We support our people to be extraordinary and do extraordinary things. We admire diversity of thought and seek out people with an intrinsic need to make the world a better place. We have a supportive and challenging culture where we swarm around opportunities and live by another one of our core values ‘we before me’.
If you want to get in on the action and join us on our journey, apply by submitting a resume and cover letter telling us a bit about your journey so far.
nib is an EEO employer and promotes diversity in the work place.