Member Resolutions Lead

Remarkable people; remarkable career.

Are you ready to rediscover remarkable and make a positive impact on peoples lives At GMHBA every day brings an opportunity to empower and support communities to live well. Join us to be part of something meaningful and discover the remarkable benefits of working at GMHBA.

GMHBA takes pride in being an Australian not-for-profit health insurance and healthcare company that truly values its members. For a rewarding 90 years weve been dedicated to serving the community and as a result have become one of Australias leading regionally based private health insurers. We live and breathe exceptional care and are dedicated to making GMHBA a remarkable place to work. We value building connections embrace individuality and maintain a supportive performing culture. GMHBA offers a flexible workplace a community-focused culture and a great regional lifestyle

About the opportunity

As our Member Resolution Lead you will oversee our end-to-end complaints management process mentor a direct report and collaborate with senior leadership to maintain regulatory compliance.

In this role you will:

• Drive resolution strategies for complex member complaints working with Ombudsman Schemes and members directly

• Partner with management to ensure adherence to legislative obligations

• Guide and develop a team member to deliver solution-focused outcomes

• Implement risk mitigation strategies to protect organisational interests

• Provide report detailed reports on insights trends and recommendations to senior leadership

• Engage and provide feedback to Member Experience Manager and Member Sales and Retention Manager

A key element of this role is stakeholder engagement problem solving and having an analytical approach to reducing Ombudsman and internal complaints. This is an exciting opportunity for a resolution focused professional who is passionate about complaints. If you are a proactive data-driven problem solver with a proven track record of complaints management we would love to hear from you.

The nature of this role requires a minimum presence of 3 office days in our Geelong head office.

About you

Through your application you will be able to showcase your experience in the following critical areas:

• You have excellent written and verbal communication skills able to articulate complex issues clearly and emphatically to both members and senior stakeholders

• Proven experience managing both internal and external complaints with a focus on resolution and customer satisfaction

• Ability to analyse trends identify root causes and provide actionable recommendations for improvements

• Familiar with Ombudsman schemes and industry standards for complaints handling

• Experienced in preparing reports and presenting to senior leaders

• Develop and facilitate training changes in policy and procedures that may be required to enhance complaint management quality.

• Provide coaching advice and guidance based on audit findings and delivers performance feedback to colleagues and management.

Our Position Description for the Member Resolution Lead role provides further insight into what skills and experiences will set you up for success in this role - reach out to for a copy.

If you believe that you would be a great fit for our team but dont quite tick all of the boxes we encourage to you consider applying.

Lets get started.
Submit your application online today. You must submit a cover letter detailing why youre interested in this role along with your up-to-date resume. Applications close Tuesday 22nd July 2025.

At GMHBA we value a diverse and inclusive culture. We are committed to creating a workplace where every single person feels valued and can be their true authentic selves. It allows us to be more reflective of our community have a range of perspectives and better support our customers members and patients. We encourage candidates with diverse backgrounds experiences perspectives and beliefs to apply for this role.

In submitting an application you agree that you have read and accepted the terms and conditions of our recruitment privacy statement: note candidate screening and interviews may commence prior to the closing of the advertisement so get your application in as soon as possible.