Customer Relationship Team reporting to Product Manager

Transcription

1 Position Description Employee: Position title: Location: Grade: Organisation: Head Office: Moorabool Street, Geelong. Technical Specialist Customer Relationship Team reporting to Product Manager The purpose of the role is to support the Product Manager in the development and implementation of the product strategy and roadmap for the GMHBA Limited Health Insurance business and respective brands. Purpose: The will assist with tasks and activities designed to enhance product development initiatives. They will also be a key resource during the annual Rate Submission and Rate Review projects in the Private Health Insurance business. Staff: None Key Relationships: Internal Strategy & Customer Relationship Management team Marketing team Finance team Governance, Risk & Compliance (including PMO) team IT & Systems team (including Web) Operations team (including Retail, Customer Service Centers) External Human Solutions (Standard Information Statements) Department of Health & Ageing (RAPS) Authorising Officer: Executive Manager Human Resources Version Number: 1.0 Date Approved: 23/10/2015 Version 1: 2015 Page 1 of 6

2 Principle Accountabilities The principle accountability for this role is to support the Product Manager in the development and implementation of the product strategy and roadmap for the GMHBA Limited Health Insurance business and respective brands. Support Implementation of Product Strategy and Roadmap Support project and initiative delivery, with individual responsibility for various project deliverables and tasks Manage streams and/or packages of work within the implementation of the Product Strategy Work with internal and external stakeholders to support and implement projects and initiatives Identify issues and risks, ensuring that they are appropriately captured raised and actioned. Escalate issues to Product Manager as agreed. Recommend and implement agreed changes and enhancements to evolve the Product Strategy and Roadmap over time, ensuring that the Strategy and Roadmap will deliver upon strategic goals and objectives. Recommend and implement agreed changes and enhancements displaying knowledge and understanding of the customer journey including operational areas, processes and how they impact the value proposition. Competitive Intelligence and Reporting Gather and analyse market data, competitor activity, survey information, market trends and provide regular product performance analysis and reports. Coordinate regular product performance data to facilitate monthly, quarterly and annual product performance templates and dashboards. Support and participates in regular product performance reviews and workshops to ensure our products continue to meet the needs of our members. Work with output from available models to quantify expected product performance. Product Related Project Activity Product support within the annual rate review and rate submission projects. Work with Marketing department to produce member guides, online product information and associated rate review marketing materials across all brands Regularly maintain and update RAPS and SIS statements to ensure compliance with legal, regulatory requirements, corporate policies and procedures are met. Use and represents feedback into projects from Marketing, S&CRM, Product Management data and direct contact with members and front line staff. Documentation Develop briefs, internal business change forms, and other documents as required. Contribution to business case documentation and supporting presentations Review documents produced by Strategy & Customer Relationship Management team members and other employees across the business. Version 1: 2015 Page 2 of 6

3 Values & Behaviours Can demonstrate the ability to live the corporate values and behaviours. Trust Build credibility through actions Demonstrate in others intentions and competencies Contribute Collaborate and get involved Make a difference Enjoy Enjoy work Take pride in success Succeed Be resourceful, adaptable and achieve quality results Be decisive Improve Be curious and look for innovation Have the courage to try something new Serve Aim to make every customer experience memorable Make every effort to deliver excellence Version 1: 2015 Page 3 of 6

4 Specific Job Competencies Relationship Management Understands relationship management as a set of beliefs, data and processes that seek to better understand the needs of others and to produce value for them and the organisation. Understands how to develop and deliver competitive customer value propositions through personalised communication and service Acts in ways consistent to the management of relationships in systemic way to deliver value. Understands and values the importance of community connection as a mechanism to reinforce the social right to be in business, to increase brand awareness and reinforce brand values. Teamwork and Collaboration Actively builds and fosters a friendly, harmonious and productive working atmosphere. Actively shares knowledge and experience with others. Models respect, helpfulness and cooperation. Builds a cohesive and collaborative team environment. Conceptual Thinking Understands situations or problems by identifying patterns or connections and addressing the key issues. Sees the big picture in complex situations. Recognises when and how parts of an issue or situation affect individual and group performance. Operational Decision Making Identifies and understands current issues, problems and opportunities. Compares data from different sources to draw conclusions. Develops alternative solutions and chooses the most effective course of action. Takes action that is consistent with available facts, constraints and probable consequences. Version 1: 2015 Page 4 of 6

5 Essential Skills and Experiences Communication (Verbal and Written) Clearly conveys and cascades information and ideas, through a variety of media, to individuals or groups in ways that engages the audience and helps them to understand and retain the message. Is consultative and seeks to personalise communication to meet the internal/ external customers needs. Actively seeks and analyses feedback and responds in an appropriate manner. Business Acumen Makes sound commercial decisions based on a long term view of member needs, strategic direction, industry developments, political environment, commercial viability and other socio - economic factors. Understands PHI industry, corporate finance and reporting. Understands the relationship and implications of product, premium and claims calculations as relevant to their position. Demonstrates their knowledge of sound business processes and practices through the delivery of effective outcomes and value adding initiatives. Demonstrates a sound understanding of contemporary Occupational Health and Safety standards, Equal Opportunity and other aspects of people management. Educational Qualifications Mandatory Tertiary qualifications in marketing, commerce or business. Experiential Requirements Mandatory 1-2 years + experience within a marketing, product or analytical role Experience in business analysis and reporting Proficiency in spreadsheet software and demonstrated experience with database systems Experience in writing briefs and documentation for various internal and external audiences Demonstrated experience in coordinating multiple tasks and projects simultaneously Preferred Private Health Insurance industry experience Version 1: 2015 Page 5 of 6

6 Physical Job Design Statement of Works Administrative roles are primarily focused on the processing of work where the majority of each shift involves: Being seated at a desk for long periods of each shift Use of PC including the use of keyboard and mouse Use of telephone (incoming and outgoing calls) Key Performance Indicators (KPI s) Meet agreed individual KPI s aligned to the departmental KPI s which are detailed as part of the KPI framework, these will be reviewed and agreed post appointment. Version 1: 2015 Page 6 of 6