Share this Job

Channel Technology and Automation Manager

Job Requisition Number:  6369
Date:  12-Oct-2021


About ahm
Simple, easy and affordable. That’s our mission for health insurance.

We take a straightforward approach to creating positive experiences for our customers. So, our people are straightforward too. We are people who care about delivery, we like disruptive ideas and challenging what is considered ‘normal’. We work flexibly, and look after our health and wellbeing – it helps us be at our best.
If you have passion for driving results, a strategic mindset, and a love of innovation, now is the time to join ahm. 


The Opportunity

In the newly formed Contact Centre continuous improvement channel, this role is responsible for driving and delivering against Continuous Improvement objectives, process development and re-engineering to improve contact centre operations and drive performance outcomes.


The Continuous improvement manager will work closely with the CI channel & CCLT to identify & size opportunities, and then lead contact centre initiatives that fall within the scope of driving productivity & growth, improving operational excellence & service transformation, seeing through initiatives from explore, design, deliver & optimise.

In addition this role will be responsible for product ownership of the technology platforms used by the customer channels, including responsibility for the ongoing roadmap of technology enhancements and deliverables.


Your Impact

This role will have a strong focus on:

  • Delivering productivity programs via capability, process and systems improvements
  • Opportunity sizing, requirements gathering and feature planning
  • Management of customer channels tech platforms, managing & prioritising initiatives that fall in scope of tech & automation
  • Key customer channel SME of CRM enhancements including the planning of CRM transformation objectives
  • Platform enhancement and optimisation – including Genesys, Live person & sales force
  • Process automation and optimisation using lean and six sigma techniques
  • Facilitate Deep Dives / Showcases and workshops ensuring they are purposeful and effective


About you

  • Minimum of 5+ years’ experience in process/operational delivery or running operational functions within businesses
  • Proven track record in leading the delivery of operational and/or customer improvement projects or programmes
  • Awareness and previous successful application of lean techniques and tools
  • Experience in both leading & driving cross functional initiatives
  • Excellent communication skills, including ability to structure a story and communicate with clarity and precision to influence executive audiences
  • Advanced ability to manage senior stakeholder relationships, negotiate and influence
  • Strong analytical and systems thinking skills


A career with us


We know that to make health insurance simpler for all Australians, we need everyone on board. We believe in developing Indigenous careers. And we work hard to create an accessible and inclusive workplace. You can find out more about Medibank’s Accessibility and Inclusion Plan here (no, that’s not a typo, Medibank is our big sister brand). If we call you to discuss the role, you'll also get the opportunity to chat about any adjustments you need.  Don’t worry, our approach to flexibility means virtual interviews won’t 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.


To start small and impact bigger.

Job Segment: Information Technology, IT Manager, Manager, Lean Six Sigma, Call Center, Technology, Management, Customer Service