Share this Job

ahm Performance & Capability Manager

Job Requisition Number:  8263
Date:  06-Aug-2022


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

Reporting to the Customer Care Lead, the Performance and Capability Manager will be responsible for managing quality, capability and performance support to the contact centre teams, ensuring a high-quality customer experience is delivered, matched to our brand promise and aligned to performance targets.


Managing a team of Performance; Knowledge Management and Call Quality specialists, you will:

  • Develop and manage performance matrix, tracking and analysis against targets
  • Standardize “what good looks like” whilst building and embedding processes/tools to ensure that this is a successfully repeatable process
  • Maintain and manage the knowledge content to optimise agent performance, improved product confidence and customer experience
  • Analyse, interpret and report on performance (including compliance) data in the contact centre to make informed recommendations, plans and programs of work which work to remediate concerns/trends in a positive and productive manner
  • Plan and execute strategies to improve on CX delivery and overall contact centre performance


Working closely with the business you will understand the contact centre operation and decision-making processes with a keen interest in producing targeted and tangible results by creating an effective and efficient workforce. This is a permanent full time position that can be work from home and/or one of our offices located in Sydney, Wollongong, Melbourne or Brisbane.


Now, who are you?

You are a strategic thinker with fantastic organisational and time management skills. Proven ability to multitask and adapt in a fast-paced environment, whilst being innovative and able to proactively manage performance and change. Additionally, you will have:


  • Min 3-5 years' experience in performance and capability role, with a minimum 2 years proven experience in a management capacity
  • Intermediate analytical understanding
  • Excellent communication and interpersonal skills and ability to liaise with a wide range of audiences
  • Ability to deal with complexity, including use of issue-based problem solving and other strategy frameworks to define and solve problems
  • Experience in or exposure to health insurance and/or contact centres will be well regarded


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: Call Center, Performance Management, Manager, Customer Service, Human Resources, Management