Member Services Manager

An exciting opportunity has become available for a Member Services Manager to join MIPS in Brisbane. As a key member of the MIPS Senior Leadership Team, you’ll lead a high-performing contact centre, drive service excellence and continuous improvement, and play an important role in delivering exceptional experiences for our members.

You will play a key role in supporting MIPS’ Transformation Program to shape the future experience for our members. This is an outstanding opportunity for a service leader who thrives on driving operational excellence, building capability and leading meaningful change. You’ll work collaboratively across the organisation to shape strategy, elevate service delivery and ensure our members receive the high-quality support they deserve. 

What You’ll Be Doing

• Leading and developing Team Leaders and Member Services Representatives to deliver exceptional service outcomes and achieve agreed SLAs and KPIs. 
• Implementing service standards, quality assurance programs and workforce planning to achieve service levels and operational performance. 
• Driving continuous improvement initiatives that simplify processes, improve productivity and reduce handling times.  
• Leading the implementation of the MIPS Member Acceptance Framework and supporting the MIPS Transformation Program.  
• Overseeing compliance, privacy, complaints management and reporting to ensure all regulatory and governance requirements are met. 
• Building a high-performing culture through coaching, capability development and succession planning.  
• Partnering across the organisation to deliver strategic initiatives and business outcomes. 

About You

• You are an experienced leader of contact centre or member service operations with a proven track record of delivering outstanding customer outcomes. 
• You bring expertise in workforce planning, service design, quality assurance and CRM technologies. 
• You are a strategic thinker with strong analytical skills and the ability to translate insights into action. 
• You excel at building relationships, influencing stakeholders and leading teams through change. 
• You are passionate about developing people and creating a culture where individuals and teams can thrive.  

• Experience within the insurance sector is highly desirable, but not essential.

At MIPS, you’ll do meaningful work that helps protect healthcare professionals so they can focus on caring for others. As a not-for-profit organisation, we offer broad exposure across functions, genuine influence, direct access to leaders and the opportunity to shape your own growth from day one.

We believe you are more than just your job title. Our flexible, hybrid approach empowers you to work your way, with flexibility that respects your life, not just your diary. Wellbeing is woven into the rhythm of work, creating an environment where you can own your work, grow your career and feel good while making a real difference.

What We Offer

• Hybrid and flexible working arrangements that support the way you work best.
• One dedicated wellbeing leave day each year, in addition to your annual leave entitlements.
• Additional purchased leave to help you create the work-life balance that suits you.
• Paid volunteer leave so you can give back to your community.
• Opportunities to work remotely from anywhere in Australia for up to two weeks each year.
• Tailored career, leadership and talent development programs, plus access to Go1’s extensive library of online courses for personal and professional growth.
• Education assistance to support further study aligned with your role and career aspirations.
• Paid professional memberships and subscriptions.
• A year-round wellbeing program beyond an EAP, including complimentary seated massages, annual flu vaccinations, health and skin checks and wellbeing events designed to support you.
• Fresh fruit provided regularly in the office to keep you fuelled throughout the week.
• Novated leasing options and discounted health insurance.

Why MIPS? At MIPS, we protect healthcare professionals so they can focus on caring for others. Our ambition is to be an industry leader in member-first protection, advice and support.

We live by our values: Working together | Have fun | Own it | Make a difference | Embrace challenge

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