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Systems & Process Manager

Job Requisition Number:  8002
Date:  10-May-2022


Will you actively create a healthier future for tomorrow?


At Medibank we’re encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.


We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better lives, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders. We are working hard to create an inclusive workplace and develop Indigenous careers.


The opportunity

The Loyalty team is responsible for Live Better Rewards, a health and wellbeing and rewards program designed to support and reward Medibank members to lead healthier and happier lives. Live Better Rewards is a key pillar in Medibank’s strategy to transform to a broader healthcare company and fulfil its purpose of Better Health for Better Lives. 


The Systems & Process Manager is responsible for managing program support and platform operations for Medibank’s Loyalty Program, Live Better. This involves building an in-depth knowledge of the program’s proposition and rules, managing the underlying infrastructure that enables Live Better and providing support for customers, partners and corporate clients.


Key responsibilities

  • Develop an in-depth knowledge of the program to provide customer, partner and corporate support.  This role is the Loyalty escalation point for the Medibank business, frontline teams, partners, vendors and other third parties.
  • Monitor all loyalty rules and logic in the loyalty management system and partner platform.
  • Monitor all points issuance activities in the loyalty management system, including the set up and execution of point files on behalf of Medibank and its Partners
  • Oversee points issuance process, perform regular QA checks, monitor point file acceptance criteria, partner linkage requirements, data flows and integration points between systems and file rejections. 



About you

You will have experience in loyalty program management with technical, administrative and/or operational experience along with experience managing IT vendors and applications.

You will also possess experience in the follow key areas.

  • Demonstrated business analysis, quality assurance, process improvement, documentation and re-engineering experience
  • Technical proficiencies in JIRA, Confluence, SAP Service Now and Zen Desk (software and support ticketing systems) is desirable
  • Experience with solution architecture and systems integration is desirable
  • Excellent interpersonal skills with the ability to interact with all levels of stakeholders, support personnel, and clients


A career with us

At Medibank, we believe work is something we do, not somewhere we go. Our modes of working – Collaboration, Connection and Concentration – help inform how your day is structured and where you choose to work will vary, depending on your role and requirements.


The wellbeing of our employees is our priority. We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you. Virtual interviews are always on offer and will not adversely impact your application.


All employees who may attend a worksite or any face-to-face work-related activity will be required to be fully vaccinated for COVID-19 as a condition of employment.


We offer a range of great benefits such as subsidised private health insurance, rewards and discounts, and health and wellbeing initiatives. To find out more, click here.


To start small and impact bigger.

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