Remarkable people; remarkable career.
At GMHBA, every day is a chance to make a real impact on people’s lives. As a not-for-profit health insurer with over 90 years of community roots, we put members and people first. Join us and enjoy a flexible workplace, supportive culture, and a rewarding regional lifestyle. Make your career meaningful with GMHBA.
Lead the Future of Member Experience
Our members are the reason we exist. We’re seeking a Member Experience Manager who will inspire people, transform service, and shape the future of how we connect with our community. This is your opportunity to make a lasting difference — on members, on your team, and on the future of service at GMHBA.
You’ll be joining at a pivotal time in our transformation journey. With new digital platforms such as Genesys Cloud and Dynamics 365 CRM, we’re reimagining how we serve members — delivering faster, simpler, more personalised experiences. At the same time, we’re investing in our people, strengthening capability, and embedding a culture of continuous improvement.
Why This Role Matters
Reporting to the Head of Experience – Member Services, you’ll lead both strategy and day-to-day operations across our omni-channel contact centre. You’ll be at the heart of service excellence — ensuring that every member interaction builds trust, strengthens connection, and reflects our values.
This is a true leadership role: one that demands vision, influence, and the ability to deliver results in a complex, fast-changing environment. You’ll balance operational discipline with innovation, guiding your team through transformation while never losing sight of what matters most — improving the lives of our members
What You’ll Do
- Set the Vision – Lead and deliver bold strategies that raise the bar for service, efficiency, and unforgettable member experiences.
- Transform Operations – Harness cutting-edge platforms (Genesys Cloud, Dynamics 365 CRM) to innovate, simplify, and unlock new value.
- Inspire & Lead – Empower and energise 6 direct reports and a 60+ strong team, creating a high-performance culture built on trust, recognition, and growth.
- Champion Trust – Drive gold-standard complaint resolution, compliance, and operational risk management, ensuring confidence in every interaction.
- Drive Continuous Improvement – Translate insights and root cause analysis into smarter solutions that enhance service, reduce cost, and lift member satisfaction.
- Collaborate & Influence – Partner with leaders, regulators, and stakeholders to deliver on our promise of service excellence.
- Develop Talent – Build bench strength and prepare the next generation of leaders by coaching, mentoring, and creating career opportunities for your team.
What You Bring
- 8+ years leading large contact centre or member experience teams.
- A proven ability to deliver transformation, manage change, and create measurable value.
- Strong leadership skills with a track record of coaching, engagement, and high-performance outcomes.
- Strategic agility and the ability to simplify complexity for diverse audiences.
- A collaborative, authentic leadership style that inspires trust and commitment.
- A passion for delivering outstanding service in a values-led, community-focused organisation.
Why You’ll Love Working With Us
- Purpose that Matters – Every decision you make impacts members’ health and wellbeing.
- A Culture of Care – Be supported by a people-first, inclusive, and collaborative team.
- Regional Lifestyle, Modern Flexibility – Work in Geelong, thrive in a regional community, and enjoy flexible working arrangements that support balance.
- Growth & Opportunity – Be part of a transformation that’s reshaping the future of private health insurance, with opportunities to stretch, learn, and grow your career
This is more than a management role. It’s your chance to leave a legacy — shaping the future of member experience at one of Australia’s most respected regional health insurers.
If you believe you’d be a great fit but don’t quite tick every box, we still want to hear from you.
Let’s get started
Submit your application online today. Applications close on Saturday,11th October 2025
If you have any questions about this position or the recruitment process, please reach out to the careers team at careers@gmhba.com.au
At GMHBA, we are committed to building a diverse and inclusive workplace where everyone feels respected, valued, and empowered to be their authentic selves. We believe that inclusion strengthens our organisation, enriches our culture, and allows us to better support our members, patients, and communities. We actively welcome and encourage applications from people of all backgrounds, identities, and experiences.
In submitting an application, you agree that you have read and accepted the terms and conditions of our recruitment privacy statement: gmhba.com.au/privacy.