Operations Resilience Lead

Job Requisition Number: 14057

Date: 30 Apr 2026

Location:

DOCKLANDS, VIC, AU, 3008

You’re only human. 

It’s a strange thing to say, because us humans are capable of incredible things. And at Medibank, we know our greatest potential lies in the people who work with us. 

We strive to make real, fundamental change, driven by a simple purpose: to create the best health and wellbeing for all of Australia.

When incidents happen, how we respond matters. We’re looking for an Operations Resilience Lead to take hands‑on ownership of customer assurance incident management and lift our resilience capability across the organisation. In this role, you’ll lead Incident Managers and Specialists, step into complex and high‑risk incidents, and ensure issues are identified, investigated, remediated and closed to the highest standard. Beyond resolution, you’ll turn incident learnings into insight and partner with the business to embed sustainable improvements.

What you’ll do

Lead end‑to‑end customer assurance incidents from triage to closure

Take hands‑on accountability for complex, high‑risk or sensitive incidents

Coach and lead Incident Managers and Specialists to drive quality and timeliness

Challenge and uplift root cause analysis and remediation quality

Act as a quality gate for incident closure and reporting

Identify trends, systemic risks and resilience gaps and drive improvement initiatives

What you’ll bring

Strong, demonstrated experience in delivery or incident management, operational resilience or customer assurance

Proven people leadership skills built in high‑pressure, complex environments

Confidence managing multiple incidents or initiatives while maintaining control and quality

Strong analytical, judgement and stakeholder engagement skills

Clear, confident written and verbal communication

Why join us?

You’ll play a visible, high‑impact role protecting customers, strengthening trust, and shaping a more resilient operation.

Apply now and make a difference when it matters most.

Imagine working with us

We understand that work means different things to everyone...  We know happy, healthy people make great teams, and great teams put more heart into each customer and patient interaction. And that’s why we’re reinventing work.  

Imagine a workplace that helps you and your family thrive. Where connection, personal development and health and wellbeing are front of mind. To learn more about our benefits go to https://careers.medibank.com.au/culture/rewards-benefits/

For you, work should help you Live Better. It should bring you fulfillment and joy. And with Medibank, it could.

Inclusion and Accessibility

We believe in everyone's potential and strive to make Medibank inclusive for all because different perspectives make us better. We encourage applications from everyone, including Aboriginal and Torres Strait Islander peoples, neurodivergent candidates, LGBTQIA+ community including transgender and gender diverse candidates and candidates with a disability.

If you need adjustments or alternative formats at any stage of the recruitment or employment journey, we’re here to help. You can let us know directly in the application form, or if you’d prefer to discuss before applying, please reach out to us careers@medibank.com.au or (03) 8622 5666. Learn more about our commitments and employee stories at https://careers.medibank.com.au/diversity-inclusion/(please copy and paste the URL onto your browser)

Medibank proudly recognised as Best Enterprise Organisation, 2026 AFR BOSS Best Places to Work